Problem Management
The goal of Problem Management is to proactively reduce the impact of Incidents and Problems and to prevent the reoccurrence of Incidents that are caused by errors within the IT infrastructure.
Richmond SupportDesk provides Problem workflow to maximise communication between the Problem Management Team and the helpdesk staff and allows for the linking of Incident records to existing Problems and Known Errors.
On the resolution of a Problem, all linked Incidents can be automatically closed, the resolution recorded against each Incident record, and customers notified of the resolution by email.
Incident linking
When a new Incident is recorded, a search against the Problem and Known Error database can automatically occur. Problems and Known Errors that are similarly categorised as the Incident are presented with the ability to link the Incident to a selected Problem or Known Error.
If there is no match the Raise Problem Request can be selected. This will notify the Problem manager that a new Incident may require a new Problem to be created. The Problem Manager can either reject the request or create a new Problem based on the Incident.
