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How Problem process works?
1. Logging - A problem can be generated in a number of ways. <br><br> An IT staff member can generate one manually using Problem Create New or by clicking New from the problem record list.<br> An IT staff member can generate a problem from an incident. <br> If an appropriate inbound email action is configured, a problem can be generated from an email.<br><br> 2. Assignment - A problem can be assigned to a user or group. This can be done manually or using an assignment rule.<br><br> 3. Investigating & Updating - If the problem management team has a problem model process for dealing with certain problems, they can be codified in the system using workflows. This allows for standardization and automation of the process. <br><br> As a problem is updated, email notifications will be sent to concerned parties. If inbound email actions are specified, the problem can be updated via email. The platform has an in-built system of Escalations rules which can ensure that problems are handled speedily (via SLA).
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