Assigning problem investigations
To view unassigned problem investigations 1 From the Defined Searches list on the Problem Management console, run Defined Searches => Problem Investigation => All Open Problems. For more information about running predefined searches, see Running Defined Searches on page 117. 2 View the unassigned problem investigations in the Problems table.
Specifying a problem coordinator for the problem investigation Problem coordinators are individuals who have the functional role of Problem Coordinator within the support group to which they belong. For details about functional roles, see the BMC Remedy IT Service Management Administration Guide .
To specify a problem coordinator using the Best Practice view 1 Open the relevant problem investigation as described in Viewing problem investigations on page 66. 2 From the Coordinator Group menu, select the client company, organization, and support group that will coordinate the problem investigation. After you specify the client company, organization, and support group, only the support group name appears in the Coordinator Group field. 3 From the Problem Coordinator menu, select the name of the person you want to assign as the problem coordinator. 4 Click Save.
To specify a problem coordinator using the Classic view 1 Open the relevant problem investigation as described in Viewing problem investigations on page 66. 2 Click the Assignment tab. 3 In the Problem Coordinator Assignment area, select the problem coordinator from the Assignee field. â– If you look at the Set Assignment Using menu and see that problem
coordinator groups have been defined there, select the Pblm Mgr Default Chapter 4 Performing the incident request review 75