Processing Problems

After accepting the problem report, the status bar moves to in-progress. During this phase, you or other assignees perform troubleshooting activities to resolve the problem. You may need to request more information from the original requester or promote the problem to an RFC.

You can use the Related Items tab to search for similar problems and KB articles. Using ChangeGear, you can link to other incidents, problems, or KB articles that are related to the problem. When incidents are linked to problems, the incidents are automatically marked as Pending Close when the problem is resolved, and e-mail is sent with a link to the ticket and resolution.

To accept a problem:

1. Open a problem.

2. In the Toolbar, click Accept.

Note: You can click Accept without submitting a problem if you are the assignee.

To enter a resolution:

1. Open the problem.

2. Enter the resolution in the Resolution field.

3. In the toolbar, click Resolve if the resolution will successfully resolve the incident.

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