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 incident record. More information can be gathered by enabling auditing, which allows for an accurate review of the history of the problem. Using Metrics, it is possible 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. With the Database Views Plugin it is possible 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.