Problem¶
Quick Summary
Tracks the root cause behind one or more recurring incidents or systemic issues. Problem tickets drive investigation and permanent resolution rather than repeated break-fix work.
A problem ticket is opened when a pattern of incidents points to an underlying root cause that needs to be identified and permanently resolved. While incident tickets focus on restoring service as quickly as possible, problem tickets focus on understanding why the incidents keep happening and eliminating the source.
Problem tickets are typically linked to the incident tickets they stem from, providing traceability between symptoms and root cause.
Lifecycle¶
Problem tickets progress through investigation to resolution:
| Status | Meaning |
|---|---|
| New | Problem identified, awaiting investigation |
| Investigation | Root cause analysis underway |
| Root Cause Identified | Underlying cause determined, solution being developed |
| Resolution Implemented | Fix applied, monitoring for recurrence |
| Closed | Root cause eliminated and confirmed resolved |