Redbox Helpdesk

3.4 Adding workarounds and permanent solutions Once the problem’s details are in place, finding a solution to the problem becomes easy. A workaround ca...

3.5 Marking problems as known errors Depending on factors like business impact, cost of the solution and ROI, implementing the solution immediately mig...

3.6 Linking problems with changes The permanent solution to a problem might involve bringing about a change. Some problems might  call  for  a  major ...

3.7 Closing problems If the change requested for a specific problem is completed and closed, you can close the problem  (and  all  the  other  problem...

4. Working with changes A  change  is  essentially  an  addition,  modification  or  removal  of  anything  that  can  affect  IT Services. The scop...

4.1 Creating changes In section 2.19, we discussed the process of creating a change from a ticket’s detailed view. And in section 3.6, we talked about c...

4.2 Adding problems to a change Once a change is requested for, adding all the problems that triggered it helps add context to the request. If the chan...

4.3 Adding incidents to a change You can even add associated incidents to a change to provide a more complete picture. You can add two types of incident...

4.4 Adding planning details Once a change request is initiated, you need to plan the implementation of the change before you can send it for approval. ...

4.5 Requesting for approval from a CAB member Once you have the change rollout and backout plan in place, you need to get it approved by one or more m...