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Investigating and Diagnosing Problem Records

Use the following procedure to investigate and diagnose problem records in HelpDesk. If you have finished investigating and diagnosing problem records, you can close the incident record directly from the problem record view.

To investigate and diagnose problem records

1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
2. In the Service Requests - HelpDesk list, perform either of the following actions:
   • Select the incident associated to the problem and then click the Problem Title link.
   • Query for All Problems in the query field.
3. Click the Solutions view tab and query the records to determine if any known solutions or workarounds are related to the problem record.
4. Click the Incidents view tab and query the records to determine if any known incident records are related to the problem record.
5. Click on the More Info view tab to assign a Root Cause Code and add a Resolution Code.
6. When Root Cause and Resolution Code have been diagnosed, change the SR Type to Known Error.

   After a Problem has a Root Cause and Resolution code assigned to it, it should be categorized as a Root Cause. The resolution for a known error can either be through a workaround or through a change management record. A known error record must have either a workaround or a change management record assigned to it before being closed. For more information about known errors, see Managing Known Errors.

To close an incident record from a problem record

1. Navigate to the Service Requests screen > Service Requests - HelpDesk view.
2. In the Service Requests - HelpDesk list, select the record, and then click the Problem Title link.
3. In the HelpDesk Service Request screen, click the Incidents view tab.
4. Select the incident record, then click Close Incidents.