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This documentation supports the 20.02 version of Remedy Service Desk.To view an earlier version, select the version from the Product version menu.

Problem Management consoles overview

The following consoles provide access to all or a part of Problem Management:

  • Problem Management console
  • Overview console

The Problem Management console is the main console for the application. It provides problem coordinators and specialists with a single point from which they can create problem investigations, known error entries, and solution database entries. It also provides a place from which they can monitor the progress of problem investigations as the investigation moves through its lifecycle, and record work that was performed during the investigation.

Using the Overview console, specialists can view problem investigations that were assigned to them through the Problem Management application. The specialist role is fulfilled by all IT employees and long term contractors, other than Service Desk Analysts and IT Operators. Specialists can also view work that was assigned to them through the other Remedy IT Service Management applications with which Problem Management integrates:

  • Remedy Service Desk: Incident Management
  • Remedy Asset Management
  • Remedy Change Management

 

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Remedy Service Desk 20.02