Problems and suggested problems

How repeated incidents are spotted, turning them into a problem, known errors and workarounds.

For Agents and Admins · Updated

A problem is the underlying cause of one or more incidents. Fixing the problem stops the incidents coming back.

Suggested problems

ServAIceDesk watches for incidents that keep recurring on the same service or asset, including monitoring alerts that keep flapping. When it finds a pattern it lists a suggested problem under Problems › Suggested problems, with the incidents behind it.

SettingDefaultMeaning
Minimum incidents3How many related incidents make a pattern
Look back7 daysHow far back incidents are compared
Suggestion expires30 daysAn untouched suggestion is removed after this
Count flapping alertsOnAlerts that go up and down repeatedly count as a pattern

Mark a suggestion reviewing while you look at it, dismiss it, or (admins) promote it to a problem. The new problem is linked to its incidents.

Working a problem

  • Record the root cause and workaround. Linked incidents show Known error — workaround available.
  • Publish the workaround to Help so requesters and the AI assistant can find it (it goes to an admin first if articles need approval).
  • Send the workaround to the requesters of the linked cases.
  • When the permanent fix is in, resolve the linked cases together with a note requesters will see.
  • Change management Planning a change, the three change types, CAB approval, carrying it out and the review afterwards.
  • Monitoring alerts Connecting monitoring tools, how alerts become incidents, recoveries, flapping, maintenance windows and suppression.
  • The knowledge base Writing and publishing help articles, who can see them, approvals, imports and how articles are suggested.

Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.