Problem Management: Simple Problem

This topic applies to systems using a Service Desk or Universal license only.

The Simple Problem process enables you to detect, resolve and prevent the underlying causes of an issue in order to minimize the impact on the business and prevent the issue, or related issues, recurring.

When a problem is initially saved, it is assigned to the Problem Management group, and that group is notified. From the Open status, the Assign To Me action enables an analyst to assign the Incident to themselves and their current group with a single mouse-click. This action is also available at the Diagnosing and Known Error Requesting Change statuses. The Add Diagnosis action moves the process to the Diagnosing status.

You can then add either a procedure cause, which moves the process to the Resolved status, or a system cause, which moves it to the Known Error Requesting Change status, from where it can be resolved. You can also create related changes from the Known Error Requesting Change status.

From the Resolved status, you can Close or Unresolve the problem, and from the Closed status you can Reopen the problem. When you unresolve a problem, it returns to the Known Error Requesting Change status. When you reopen a problem, it returns to the Open status and is assigned to the Problem Management group.

Optional actions for each status:

Status

Optional actions

Open

Add Assignment
Add Attachment
Add Change
Add Child Problem
Add Incident
Add Note
Add Parent Problem
Add Task
Create Child Problem
Create Incident
Detach Change
Detach Child Problem
Detach Incident

Diagnosing

Add Assignment
Add Attachment
Add Child Problem
Add Incident
Add Note
Add Parent Problem
Add Task
Add Workaround
Create Child Problem
Create Incident
Detach Child Problem
Detach Incident

Known Error Requesting Change

Add Assignment
Add Attachment
Add Change
Add Child Problem
Add Incident
Add Note
Add Parent Problem
Add Task
Add Workaround
Create Change
Create Child Problem
Create Incident
Detach Change
Detach Child Problem
Detach Incident

Resolved

Add Attachment
Add Child Problem
Add Incident
Add Note
Add Parent Problem
Add Workaround
Detach Child Problem
Detach Incident

Closed

Add Child Problem
Add Incident
Add Parent Problem
Detach Child Problem
Detach Incident

The actions that create linked processes (for example, Create Change) will be available at runtime only if the linked process that is specified has been activated.


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