{"id":90342,"date":"2015-02-28T09:36:06","date_gmt":"2015-02-28T14:36:06","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=90342"},"modified":"2015-02-28T11:44:45","modified_gmt":"2015-02-28T16:44:45","slug":"managing-problem-tickets","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/about\/service\/problem-management\/managing-problem-tickets\/","title":{"rendered":"Managing Problem Tickets"},"content":{"rendered":"

Managing Problem Tickets<\/h3>\n

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

The typical steps in managing a Problem are as following:<\/p>\n

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

     <\/p>\n","protected":false},"excerpt":{"rendered":"

    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: Post Knowledge to ensure Service Desk has appropriate workarounds in the event other users are impacted by the Problem and…<\/p>\n","protected":false},"author":6721,"featured_media":0,"parent":90284,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90342"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/6721"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=90342"}],"version-history":[{"count":7,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90342\/revisions"}],"predecessor-version":[{"id":90390,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90342\/revisions\/90390"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90284"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=90342"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}