Problem Management
A proactive process should identify and resolves problems before incidents occur.
After a customer's issue has been resolved, the cause of the issue may still remain. Tracking problems enforces a process of troubleshooting the underlying issue until a resolution is discovered. Rather than update the work on every affected incident, the incidents are linked to one Problem record and when the problem is resolved, all of the associated incidents are also resolved.
Problem Management can also improve your company's quality of customer service by tracking issues that don’t start with a customer; if a network technician notices a server running low on space, the technician can create a Problem record to track the preventative work that has taken place rather than wait for customers to start calling in. Providing this proactive service reduces the number of reactive calls at a later time.
Features
c.Support's Problem Management functionality includes the following for tracking problems:
- Problem record creation from the Incident screen and c.Support Desktop
- Related assets, incidents, changes - automatic closure of related incidents
- Categories - alerts in Incident screen if open Problem exists with same categorization
- Configurable status levels
- Routing
- Known error designation - known errors can be published on the c.Support Desktop and End User Desktop
- Correspondence
- Audit, correspondence, and work history fields
- Fully configurable notifications
- Permission functionality for controlling Problem-related activities
- Numerous predefined problem reports and views; custom reports can be created using c.Support's SQL reporting feature
