dwalby Posted May 22, 2018 Share Posted May 22, 2018 Hi all, Interested to know how you all go about managing incidents linked/related to Problem and Known Error records? Currently when an incident comes in we're using the 'Link' action then searching for the Problem/Known Error. If you don't know the Problem/Known Error exists however this may get missed. I've enabled the new feature that presents Known Errors based on a dynamic search of the Incident Summary/Desc when raising it - however I believe this only allows the customer to be marked as 'Impacted' by the Known Error. What is the benefit of this over linking? The reason we currently 'Link' incidents is to provide an understanding of the impact of the Problem/Known Error and allow us to know who to contact once a resolution or workaround has been identified. Once the resolution is available we then manually e-mail each incident customer individually Ideally I'd like to be able to reduce the administration overhead of having to manually e-mail each incident customer individually and instead send a single update/resolution e-mail from within the Problem record - is this possible? Are there any other tips and suggestions to automate and streamline problem management process? Thanks in advance Link to comment Share on other sites More sharing options...
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