The provision of workarounds and resolution information on problem and known error records are a great way to feed potential solutions into Incident Management.
Hornbill Service Manager provides easy incident matching to existing problems and known errors using the search and link options to create associations between related issues. Workaround or resolution information is fed up to the linked incidents, giving the incident owner the visibility of solutions which can be used to resolve their customer’s incidents. Accepted solutions are recorded directly into the incident resolution details for fast and accurate capture of resolution details.