This documentation supports the 25.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Proposing a workaround or solution

After you determine the problem's root cause, if possible, determine the best way to permanently fix it, based on technical, financial, and availability considerations. For example, if the problem is related to a CI that is still under warranty, contact the supplier for a replacement CI.

Record the preferred solution in a work information note, providing details about how to implement it.

If a service infrastructure change is required to resolve the problem, recommend that the problem coordinator create a known error to coordinate the change through the Change Management process. The Change Management process is required when:

  • Services become unavailable or are degraded during service hours
  • The functionality of a service changes
  • BMC Helix CMDB requires an update

If you cannot find or implement a practical solution, record the reasons why a solution is not currently available in a work information note on the Work Detail tab.

Problem investigations can be created proactively or reactively. A proactive problem investigation comes from your capacity management system and is created to avoid incidents caused by capacity shortages. Reactive problem investigations are related to one or more incident requests.

If the problem investigation is related to one or more incident requests, try to find a workaround to resolve the incidents. On the Resolution tab, you might find useful information about the related incident request record. (See Navigating-the-ticket-console for information about viewing incident request records.) If you identify a workaround, carefully describe it in the Workaround field of the problem investigation record. Until a permanent solution is found, this information can be useful to service desk analysts and other specialists working on similar cases. If the problem investigation was created by the capacity management system, you can skip this step and go to Establishing-the-root-cause. 

To record the proposed structural solution

  1. In Mid Tier, open the relevant problem investigation as described in Creating-a-problem-investigation-and-known-error.

  2. If you identify a structural solution, in a work information note on the Work Detail tab, describe the solution.

    If there are multiple possible solutions, record all of them.

  3. If you identify a workaround, in the Workaround field, enter a description of the workaround.
  4. Click Save.

 

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