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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.

Performing periodic checks

If a problem investigation results in an impasse, you must periodically check the problem investigation, to see if newer technology or another approach might provide a solution.

You can, for example, contact the supplier of the CI in which the root cause resides to see if the supplier has been able to determine a structural solution. You might also check websites that provide solutions for recognized, common errors or problems with specific versions of software or specific models of hardware.

If you determine that a structural solution or permanent workaround might now be possible, record this information in a work information note on the Work Detail tab and reassign it to a specialist for implementation; or if Change Management is required, create a known error. For information about how to do this, see Reassigning-the-problem-investigation or Creating-a-known-error.

If, after conducting the periodic check, it is apparent that a resolution is still not available, record this information in a work information note on the Work Detail tab. For information about how to do this, see Indicating-an-impasse.

 

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Remedy Service Desk 20.02