Identifying Problems

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Introduction

Incident Management is concerned with firefighting the symptoms of Incidents, Problem Management is concerned with identifying, and either permanently removing the causes of the Incidents or providing workaround information.

Problems can be identified and raised in a number of different ways.

  • An analyst with a minimum of the Problem Investigation Assignee role can raise a new Problem record from the following places:
  • The Request List > Using the Raise Problem drop down option next to the Raise New icon
  • Boards > Using the Raise Problem drop down option next to the Raise New icon
  • Existing Incidents records > Using the Raise Problem from the Raise New Linked Request option under the Link Action Bar or Using the Raise Problem drop down option next to the Raise New icon