Best practices for problem management
Problem management aims to reduce the impact of incidents that are caused by problems with IT infrastructure, and prevent the incidents from happening again. Problem investigations prioritize problems that have the greatest potential for causing serious disruption to critical IT services.
Create a problem issue
Create a problem issue type for your service desk.
What is the Information Technology Infrastructure Library (ITIL) problem management process?
Jira Service Desk's problem management workflow complies with the ITIL problem management process.
What is the aim of problem management?
Problem management aims to prevent incidents from happening in your business.
Default fields for problem requests
Default fields for problem requests can be customized to suit your business needs.
How do I document known errors in my linked Confluence knowledge base?
There are many benefits in documenting errors that have occurred to prevent incidents in the future.
What is Jira Service Desk's default problem workflow?
Jira Service Desk contains a default problem workflow that can be customized to meet business needs.
Customize your problem workflow
Default problem workflows can be customized to suit your business needs.
Was this helpful?