Reviewing and updating the problem investigation

To view notifications of assignments

See the Problem Management console to view all problem investigations and known errors assigned to you. Depending on how your system is configured, you might also receive an email notification that a problem investigation has been assigned to you. 

To view problem investigations assigned to you

1. On the Problem Management console in Mid Tier, from the View By list, select from the following options:
   • To see problem investigations assigned to you, click Personal.
   • To see problem investigations assigned to other people in your support group, click Selected Groups, and then select a subset.
   • To see problem investigations assigned to other people in all support groups that you belong to, click All My Groups .
2. From the Defined Searches area, select Problem Investigation  > All Open Problems.
3. To view additional details about an investigation, select the problem investigation record and then click View.
   The Problem Investigation form appears. You can modify the form and perform other actions, as appropriate.
   You can record the effort that you have spent working on an investigation. If you are not assigned to an investigation, you can record that you have assisted with the investigation. If you do not accept the assignment, you must reassign the investigation.

To accept an assignment

1. In Mid Tier, open the relevant problem investigation by selecting it from the Problems table and clicking View.
2. In the Navigation pane, select Quick Actions > Assign to Me.
3. Select the support group to which you want the problem investigation assigned.
4. From the Status field, select Under Investigation.
5. Click Save.

To search for similar problem investigations

1. In Mid Tier, from the Navigation pane on the Problem Management console, select Functions > Advanced Search.
2. In the Advanced Search Selection dialog box, select the type of search you want to perform, and click Select:
   • Search Problem Investigation by Work Info—Searches for problem investigations using fields from the Work Detail tab
   • Search Problem Investigation by Relationships—Searches for problem investigations using fields from the Relationship form
3. On the search form, provide as much information about the problem investigation as possible, and click Search.
4. View the matching problem investigations in the table that appears.

To search the knowledge base

If you have access to BMC Helix ITSM: Knowledge Management, you can use information in the knowledge base to help perform tasks such as the root cause analysis. Knowledge can be captured and structured for reuse in a knowledge base. BMC Helix ITSM: Knowledge Management provides a single, centralized, self-service knowledge base for creating and managing structured, consolidated knowledge. For more information about knowledge bases, see BMC Helix ITSM: Knowledge Management overview in the BMC Helix ITSM: Knowledge Management online documentation.

1. With the problem investigation or known error record open, from the Navigation pane in Mid Tier, select Functions > Search Knowledge Base
2. Complete the Knowledge Management search form that appears.
   For detailed information about how to search for knowledge, see How knowledge articles are found in the BMC Helix ITSM: Knowledge Management online documentation. 

To author a knowledge base entry

When you finish the problem investigation, if you think that publishing the solution in the knowledge base can help future root cause analyses, you can publish the solution from the problem investigation record.

1. In Mid Tier, from the Functions area of the Navigation pane, select Create Knowledge.
2. Complete the Knowledge Management authoring form that appears. 
   For detailed information about how to complete the form, see Creating and publishing knowledge articles in the BMC Helix ITSM: Knowledge Management online documentation.

To document work with a vendor

Use this procedure to track investigations that require vendor support and to indicate when you assign an investigation to a vendor.

1. In Mid Tier, open the relevant problem investigation.
2. In the Vendor field, indicate the vendor's name.
   • If the vendor is already defined, select the vendor.
   • If the vendor is not listed on the menu, type the vendor's name.
3. (Optional) If available, enter the Vendor Ticket Number. 
   The Vendor Ticket Number is a tracking number issued by the vendor's tracking system for the problem investigation that you are assigning to that vendor.
4. Click Save.