Resolving a ProblemResolving a ProblemAn problem record documents the unknown, underlying cause of one or more incidents. When resolving a problem, the agent's goal is to prevent or minimize the impact of further incidents.
To resolve a problem, an agent generally takes the following actions:
Assigning or taking ownership
Recording labor time
Applying a problem template
Searching for a solution
Creating a communication to other users
Implementing measures either to either prevent or minimize the impact of further occurrences of Incidents. This may involve creating related change or release work orders.
Marking the problem as a known error. Building and maintaining this information enables faster, more efficient resolution of future problems and incidents.
Updating the status of the problem. By default, this does not update the status of the originating record.