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Problem management service improvements

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Problem management service improvements

The problem management process can be improved if the service desk uses information gathered within the platform.

Much of the data is already stored within the problem record. You can gather more information by enabling auditing for the table, which provides an accurate review of the history of the problem. You can use Metrics to define the key performance indicators to monitor within the system.

With these metrics, and the information within the database, it is possible to generate reports, which can be added to homepages or scheduled for automatic generation and distribution. You can also use database views to join tables for reporting purposes.

Using this information, it is possible to refine automatic rules such as the assignment rules, service level agreements, or inactivity monitors to better suit the problem management team's unique environment.