Problem FAQs

1. What is the need for Problem Management?

The primary goal of problem management is to reduce adverse impacts caused by incidents and to avoid the recurrence of problems related to these incidents. 
Problem Management is engaged when,

  1. Root cause is unknown.
  2. There are multiple incidents involving the same issue.
  3. There are common symptoms of issues.

 

2. All my tickets associated with a problem should get automatically closed when the problem is closed. Is this possible in ServiceDesk Plus On-Demand?

 

Yes, this is possible. Choose the option 'Close all associated incidents'  from  Setup > Automation > Closure rules > Problem Closure Rules > Optional Rules. 

 

3. I have 10 incidents associated to a problem and it gets very monotonous to update all the incidents with workarounds/solutions while closing the problem. Is there a better way to handle this?

 

You can automate in such a way that, when a solution is added to the problem it automatically gets copied to every incident which is associated to the problem. 
This can be done from Setup > Closure rules > Problem Closure Rules > Optional Rules, and selecting the option 'Copy problem solution and workaround to all associated incidents'.