Problem Management
Problem Management is the process responsible for managing the lifecycle of problems. The general purpose of Problem Management is to prevent incidents and to minimize the influence of those that you cannot prevent by identifying the unknown root cause of incidents and classifying them as known errors.
Within SimpleOne, the Problem Management solution allows users to perform the following types of process activities:
- Identify and log problems.
- Prioritize and categorize them by impact and urgency, CIs and services.
- Assign problems to appropriate personnel.
- Investigate and perform functional or hierarchical escalation if necessary.
- Create known errors with workarounds to reduce the impact of problems and to keep system functionality running while searching for a resolution.
- Resolve and close problems with the objects related to them.
The Problems (itsm_problem) and Problem Tasks (itsm_problem_task) tables are inherited from the ITSM Tasks (itsm_task) table that is a parent table for all ticket and task tables. The ITSM Tasks are, in their turn, based on the Task (task) table of the platform.
State Model
Learn about the problem state model.
Create Problems
Learn to create a problem from a particular incident or from scratch.
Known Error Database (KEDB)
Learn to create known errors and workarounds.
Process Problems
Learn to assign and update problems, create problem tasks, and more.
Track Problems
View the notifications for tracking problems.