Even if incident has been resolved but definitive cause must be found in order to avoid reoccurrence.
Problem Logging & Linking with Incidents
Once the problem is detected its logged in service desk with its due time, status, priority, risk and more.
Categorize problem department, status and priority wise.
Finding the root cause, impact and symptoms of a problem.
A workaround or a final solution has to be provided to a problem.
Log problems department wise
Link CI with problems
Attach CI to a problem and keep track of CIs affected.
Link change request to a problem
Link problem with Incidents.
Attach or link problem with incidents. Jump to and fro between incident and problems.
Link Incidents to a problem
Link all incidents to specified problem and with problem resolution update to incidents.
Add existing solution or create new solution using knowledge-base management