Response
Fix the cause, not just the symptom.
Open a problem record to investigate the root cause behind repeated incidents, link the affected tickets and track the permanent fix through change management.
- Root cause analysis
- Linked incidents
- Permanent fixes
What you can do with Problem Management.
Find and fix the root cause behind recurring incidents.
Problem records
Create a problem for any issue that keeps coming back, separate from the individual incidents.
Linked incidents
Link the incidents caused by the same problem, so the impact is clear.
Root cause analysis
Record the investigation and the root cause in one place.
Workarounds
Share a workaround with agents while the permanent fix is on its way.
Spot recurring issues
AI insights group similar resolved tickets into clusters, showing where problems repeat.
Hand off to change
Raise a change request to deliver the permanent fix.
Fewer tickets, month after month.
Every recurring incident you solve at the root is a stream of tickets that never arrives again.
- Problem and incident links show true impact
- Known errors and workarounds for agents
- Recurring ticket clusters from AI insights
- Changes track the permanent fix
Problem Management, step by step.
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1
Notice the pattern
The same incident keeps returning.
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2
Open a problem
Link the incidents and start the investigation.
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3
Find the root cause
Record it, with a workaround for now.
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4
Fix it for good
Deliver the fix through a change request.
Problem Management questions, answered.
How is a problem different from an incident?
An incident is one occurrence of an issue. A problem is the underlying cause behind one or more incidents.
How do we find problems worth investigating?
Operational insights group similar resolved tickets into clusters, which shows where the same issue keeps coming back.
How is the fix delivered?
Raise a change request from the problem and track it through change management.
Explore other Response modules.
Every module works on the same tickets, people and assets, so your whole service desk runs from one place.
See Problem Management in action.
Book a free Response demo and we will walk you through problem management using scenarios from your business.