Problem Management

Problem Management is the process intended 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 root cause and classifying these problems as known errors.

Within SimpleOne, the Problem Management solution allows you to:

• 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 together with their related incidents.

note

The Problems (itsm_problem) and Problem Tasks (itsm_problem_task) tables are inherited from the ITSM Tasks (itsm_task) table, which is the parent table for all ticket and task tables. The ITSM Tasks (itsm_task) table is based on the Task (task) table of the ESM platform.

State Model

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Learn about the problem state model.

Create Problems

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Learn how to create problems from incidents or from scratch.

Known Error Database (KEDB)

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Find out how the Known Error Database (KEDB) is implemented in SimpleOne ITSM, and how to create known error records with workarounds.

Process Problems

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Learn to assign and update problems, create problem tasks, and more.

Track Problems

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View the notifications used for tracking problems.