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Problem management

The objective of the problem management process is to find the main causes of incidents and reduce their impact on business. In this way, eHelpDesk protects the organization against repeated occurrences of identical incidents.
With eHelpDesk, the service technician can classify problems more accurately and give them the right priority (depending on the urgency and level of impact on company operations). In addition, the system allows the user to combine different support tickets into a single problem to facilitate analysis. This method helps find causes of problems more quickly and to prepare better current or temporary solutions.
  • Detection and logical division of a problem
The service engineer detects incidents with the same cause and defines the problem, which may be classified into Categories/Subcategories/Items.
  • Establishing the priority, urgency and impact level of a problem
With these parameters set by the service engineer, the sequence of service tasks can be managed more easily.
  • Problem analysis
The service engineer defines the symptoms of the main cause and the impact of the problem. Completed tasks are stored in the working window. In addition, the service technician may add various attachments in the form of files up to 20 MB.
  • Provision of a solution, including a temporary solution
The service engineers may publish a given solution to help solve future incidents more quickly. In addition, it is possible to configure the visibility of problems for different user groups.
  • Problem closure
The closure of a problem by the service technician informs about completed work on this problem.

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