Resolving a problem investigation without a change request

Problem coordinator

The problem coordinator performs an incident request review. From the Incident console, the problem coordinator creates a custom search with the following characteristics:

• Service = Payroll
• Impact => 2-Significant/Large OR 1-Extensive/Widespread
• Last Resolved Date >= 07/19/2019

For the purpose of this example, assume today's date is 01/19/2020. Therefore, the Last Resolved Date is six months ago.

Bob Baxter, the problem coordinator, performs an incident request review by searching incident requests registered against the services that:

• He is the problem coordinator for.
• Have not yet been linked to a problem investigation.
• Have been resolved with a workaround.

Problem coordinator

The problem coordinator opens one of the incident request records related to the Payroll service performance issue, and creates a problem investigation. The incident record's details are copied from the incident request record to the Problem form, and a relationship is created between the problem investigation record and the incident request records.

The problem coordinator completes the Problem form.

Bob spots that many performance-related incidents have been reported against the Payroll service. Bob creates a problem investigation record directly from one of the incident request records. Creating a problem investigation directly from an incident request record transfers all relevant information from the incident request and automatically establishes the relationship between the incident request and the problem investigation.

Problem coordinator

The problem coordinator relates all the related incident requests to the problem investigation.

Bob relates the other incident requests to the problem investigation.

Problem coordinator

The problem coordinator assigns the problem investigation to a specialist.

After creating the problem investigation, Bob assigns it to Ian Plyment, the specialist.

Specialist

The specialist accepts the assignment and performs the root cause analysis.

Ian accepts the problem investigation assignment and begins a root cause analysis. During the root cause analysis, he determines the antivirus software on the server runs every ten minutes, which is causing the performance issues. Ian determines the more appropriate frequency for the antivirus software to run is once an hour.

Specialist

1. The specialist implements the solution by changing the problem investigation status to Completed and changing the status reason to Enhancement Request.
2. The specialist records details about the investigation.

Because the changes to the antivirus software configuration do not meet the criteria for the change management process, Ian makes the necessary changes himself and then changes the status of the problem investigation to Completed. To complete the problem investigation, Ian must select a status reason.

Specialist

1. The specialist notifies the problem coordinator.
2. The specialist confirms that the problem coordinator is set as the assigned problem coordinator. Then the specialist changes the status of the problem investigation to Assigned.

Ian notifies Bob about the results of the problem investigation and the corrective action he performed.

Problem coordinator

The problem coordinator performs the analysis review. On the problem investigation form, the problem coordinator reviews the work information and independently verifies that the changes have corrected the problem.

Bob performs an analysis review and double-checks that the problem has been corrected.

Problem coordinator

The problem coordinator closes the problem investigation. The problem coordinator reviews the problem investigation form to verify that the details are complete. When the problem coordinator is satisfied that the problem investigation form is complete and correct, the problem coordinator changes the status to Closed.

Bob closes the problem investigation.