The Analysts are the Single Point of Contact between End Users and the IT Service Management of the organization. They are the first contact in an organization for any and all IT questions. They can create and update the Problem Record (PRs). They analyze the PRs, perform a Root Cause Analysis (RCA), and provide solutions to the PRs.
You, as an Analyst, can perform the following actions in the Problem Management module:
- View list of PRs, see Viewing List of Problem Records
- Create Problem Records (PRs), see Creating Problem Records (PRs)
- Approve PRs and Root Cause Analysis (RCA), see Approving Problem Records (PRs) and Root Cause Analysis (RCA)
- View or update PRs, see Viewing or Approving Pending Problem Records