Problem Analysis

The goal of Problem Management is to find the root cause of the incidents and reduce the impact on the business by providing solutions and workarounds . In the problem analysis the technicians analyze the root cause and impact of the problem and attach the same in SDP as part of the problem. Also they can specify the symptoms of the problem to identify the same problem in the future. The following are the steps to understanding the cause of the problem,

• Symptoms -   Evidences helping in identifying the problem.

• Root Cause - Detecting the underlying cause of the incident.

• Impact - Adverse effect of the problem on the business.

  
  

To specify the Problem Analysis:

1. Log in to ServiceDesk Plus On-Demand using your user name and password.

2. Click on Problems>> title of the problem for which you need to specify the analysis. This opens the problem details page.

3. Click the Analysis tab.

Adding Impact details

1. Click the Add button. You can see the text area getting displayed for the impact details.

2. Specify the impact details in the text field and Save the changes. You can see the details getting displayed below the title.   (OR)   

3. If you like to attach a file on the impact details instead of entering the details in the text field then click Attach File button to attach a file for the impact details. The maximum size of the attachment should be 10MB.  
   

Adding Root Cause

1. Click the Add button. You can see the text area getting displayed for the root cause.

2. Specify the root cause in the given text field and Save the changes. You can see the details getting displayed below the title.   (OR)   

3. If you like to attach a file on the root cause instead of entering it in the text field then click Attach File button to attach a file for the root cause. The maximum size of the attachment should be 10MB.

Adding Symptoms

1. Click the Add button. You can see the text area getting displayed for the symptoms.

2. Specify the symptoms in the given text field and Save the changes. You can see the details getting displayed below the title.   (OR)   

3. If you like to attach a file on the symptoms instead of entering it in the text field then click Attach File button to attach a file for the symptoms. The maximum size of the attachment should be 10MB.