Capabilities - Problem Management
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 ICT infrastructure.
Richmond SupportDesk provides problem workflow to maximise communication between the ICT support 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 staff 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 ICT technician that a new incident may require a new problem to be created. The ICT technician can either reject the request or create a new problem based on the incident.
