About Problems

A Problem is the cause of one or more related Incidents. Problems involve a more complicated issue than Incidents, and require a deeper investigative process so that the Incidents do not reoccur. A Known Error is the root cause of a Problem and has a workaround to keep employees operating while the Problem is being resolved.

For example, technicians at a company log five separate Incidents related to e-mail issues. A technician notices this trend and logs a Problem that links all of the Incidents together as one record. The Problem is investigated and the Known Error (the root cause of a Problem) is determined to be a failed e-mail server connection.