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Communicate a workaround

Communicate a workaround

You can enter a workaround note into a problem record, and then post the information into every associated incident.

Before you begin

Role required: itil

About this task

The Communicate Workaround related link on the Problem form eliminates the need to manually update each incident.

Procedure

  1. Open the problem for which you have a workaround.
  2. Enter the information in the Workaround text box.
  3. Click Post.
  4. Click the Communicate Workaround related link.
    The problem number and the contents of the Workaround field are added to the activity stream on all related incidents. By default, any entries made in an incident activity stream field generate an email notification to the Caller on the Incident form.

    If group on-call rotation scheduling is in effect when you communicate a workaround, the system stops the escalations on the associated incidents. Escalations stop because the workaround has been communicated to the end users. This action effectively communicates knowledge to the appropriate audience, but does not create a knowledge article.