AssetSonar’s Problem Management module helps IT teams investigate recurring issues, document root causes and solutions, and turn confirmed problems into known errors that agents can reference later.
The Problem workflow separates the initial intake from the investigation process, gives agents dedicated analysis and solution fields, and provides a structured path from investigation through known-error documentation and resolution.
1. Create a Problem
Go to + New Ticket → Problem to create a new Problem.
The creation form focuses on the initial issue description. Investigation fields such as Impact, Causes, and Symptoms are completed after creation in the Details tab.
2. Add Notes to the Conversation
Use the Conversation tab to document ongoing investigation and communication.
The available conversation types are:
- Note
- Internal Note
3. Document the Root Cause and Solution
Open the Details tab to record your investigation findings.
The tab contains two main sections: Analysis and Solution.
Analysis
Use the Analysis section to document:
- Impact: How the Problem affects users, systems, or services.
- Causes: The root cause identified during the investigation.
- Symptoms: The signs or behavior associated with the Problem.
Solution
You can document two types of solutions:
- Workaround Solution: A temporary way to reduce or avoid the Problem’s impact.
- Permanent Solution: A fix that addresses the underlying cause.
Click + Add Workaround Solution or + Add Permanent Solution, depending on the solution you want to add.
The Add Solution with Knowledge Base panel opens, allowing you to use an existing article or create a new one.
If a suitable article does not already exist, click + Create New Article.
Document the solution and publish the article using the existing Knowledge Base workflow, then use it for the solution you are adding.
Once added, the article’s title and description appear under Workaround Solution or Permanent Solution in the Problem’s Details → Solution section.
4. Mark a Problem as a Known Error
A Problem can be marked as a Known Error while it remains open.
Before enabling Mark as known error, complete the following in the Details tab:
- Causes
- Symptoms
- Impact
- At least one documented Workaround Solution or Permanent Solution
Once these requirements are met, enable Mark as known error in the Problem’s side pane.
The Problem is flagged as a Known Error and becomes available in the Known Error Database (KEDB) for agents to reference.
If any required analysis or solution fields are missing, the action is blocked.
5. Resolve a Problem
Adding a solution does not automatically mark a Problem as Solved.
Before changing the status to Solved, ensure that at least one valid Workaround Solution or Permanent Solution has been added in Details → Solution.
Once the solution is documented and the Problem is ready for resolution, change its status to Solved. Documenting a solution and formally resolving the Problem remain separate actions.
6. Add Review Notes After Resolution
When a Problem reaches Solved, a Review tab becomes available.
Use this tab to document the outcome and any observations after the Problem has been resolved.
If you have any questions, our support team can help. Please reach out to support@ezo.io.
