Managing Problem Tickets

Problems stemming from a Major Incident (P1 and recurring P2’s) should be managed according to the posted Problem Management Process Definition document.

The typical steps in managing a Problem are as following:

  1. Post Knowledge to ensure Service Desk has appropriate workarounds in the event other users are impacted by the Problem and created Incidents.
  2. Perform an After Action Review, which will determine, and agree upon, the appropriate tasks that the Service Owner must be accountable for completing.
  3. Assign the Problem to the Service Owner
  4. Create Change Requests for any changes that may be required to fix the Problem