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Problem Management in ServiceDesk Plus – MSP

The objective of Problem Management is to minimize the impact of problems on the organization. Problem Management plays an important role in the detection and providing solutions to problems (work around & known errors) and prevents their reoccurrence.

With account specific access over problem module, provide access to technician based on their privileges. ServiceDesk Plus - MSP helps in finding the root cause and eliminating them from reoccurrence. Problem management in ServiceDesk Plus - MSP involves,

Problem Analysis

Problem Analysis

Problem investigation in ServiceDesk Plus – MSP gets at the root cause of the problem and initiating actions to resume the failed service. Analyze the impact, root cause and symptoms of the problem to provide a problem resolution. Make an announcement with the problem symptoms to avoid the creation of multiple incidents.

Solutions & workarounds

Solutions & workarounds

The successful diagnosis of a root cause results in changing the problem to a Known-Error and suggesting a workaround. ServiceDesk Plus – MSP helps in categorizing the solutions into three – Known-Error Record, Workaround and Resolution.

Problem closure rules

Problem closure rules

ServiceDesk Plus – MSP associates all the incidents together and handles them as a single problem, which saves resources and time consumption by the technicians. It also allows closing associated incidents, alerting the requesters and technicians associated with the problem automatically.