Codenica Problem Management Software

Efficient Problem Resolution with Service Desk Software

Streamline the problem resolution process using the Problem Management capabilities in the Service Desk system

Currently available software language versions


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Customize Your Problem Management Experience

Varied Views for Optimal Problem Handling

Implementing Agile Methods in Problem Management

Leveraging Problem Management for Swift Resolution

Defining Problem Management Essentials

Essential Attributes for Effective Problem Resolution


Comprehensive Problem Attributes

Our service desk software's problem management is built on essential attributes: priority, category, type, requester information, assigned agents, urgency, severity, impact analysis, affected services, location, department details, watchers, tagging, and enhanced documentation with a rich-text editor and attachment features.

Screenshot displays problem properties within Codenica Problem Management software

Customizing Problem Management for ITSM Excellence

Advanced Configuration for Problem Properties


Flexible Problem Property Settings

Enhance your problem management with our software's flexible configuration options. Adjust, disable, or rename attributes to meet your specific needs, aligning your process with ITSM/ITIL standards for improved efficiency and satisfaction.

Screenshot illustrates the problem property settings page in the Codenica ITSM service desk application.

Streamlining Problem Resolution with Asset and Document Attachments

Effortless Integration of Assets into Problem Management


Enhancing Problem Details with Attachments

Incorporating assets and documents into problems via our service desk software not only simplifies but also significantly speeds up the handling of requests. This integration ensures that all relevant information and resources are readily available, facilitating a more efficient and effective resolution process.

The screenshot demonstrates linking documents and assets with a problem in the Codenica Service Desk application.

Enhancing Problem Management with Associations

Streamlining Resolution with Ticket and Change Linkages


Efficient Problem Handling through Associations

Our service desk software's problem association feature facilitates the streamlined management of related tickets and changes by offering a unified perspective of the primary issue. This approach enables a more cohesive and effective strategy for addressing all aspects of a problem, improving both resolution times and clarity.

The screenshot illustrates a change linked to a problem within the Codenica Service Desk system, demonstrating how associations simplify issue management.

Documenting Insights with Problem Notes

Streamlined Communication and Decision Tracking


Enhancing Clarity and Collaboration with Notes

In the realm of problem management, notes within our service desk software are indispensable. They act as comprehensive records, significantly enhancing transparency and facilitating productive collaboration among all parties engaged in the problem resolution process.

The screenshot displays the Codenica service desk software with a note attached to a problem, highlighting its role in fostering clear and effective communication.

Deep Diving into Problem Analysis

Essential Documentation for Comprehensive Understanding


Thorough Information Recording for Problem Resolution

Documenting key information, such as symptoms, root causes, and impact, within our service desk software is essential for a disciplined, methodical approach to problem management. This process ensures a thorough understanding and effective resolution of issues affecting an organization's IT framework.

The screenshot illustrates the analysis group within a problem in the Codenica Service Desk system, emphasizing the importance of detailed documentation

Crafting Solutions in Problem Management

Establishing Long-Term and Interim Responses


Dual Approach to Resolving Issues

In our service desk software, problem solutions are categorized into two types: permanent solutions that tackle the root cause, ensuring a lasting fix, and workarounds that provide immediate, albeit temporary, relief until a comprehensive solution is deployed.

The screenshot demonstrates the solutions section within a specific problem in the Codenica service desk software, showcasing the strategic approach to problem resolution

Task Management Optimized for Problem Resolution

Simplified Task Allocation in Problem Management


Integrating Task Management within ITSM Frameworks

Our service desk software facilitates a structured approach to problem resolution by enabling the segmentation of tasks. This feature aligns with best practices in ITSM, offering a clear and efficient way to manage the workload associated with problem management. By organizing work into specific, manageable tasks, the process becomes more coherent and aligned with ITIL guidelines, enhancing overall problem-solving effectiveness.

The screenshot shows task management within an analyzed problem in the Codenica service desk software, illustrating how tasks are organized and tracked

Optimizing Efficiency with Problem Time Tracking

Accurate Time Allocation for Problem Tasks


Detailing Agent Time Investment in Problem Management

Our service desk software features an advanced problem time management tool, enabling precise tracking of the hours agents invest in problem resolution. This includes detailed task segmentation and consideration of overtime, ensuring a comprehensive understanding of time allocation and efficiency in problem management efforts.

The screenshot illustrates the time management functionality within a problem in the Codenica Problem Management application, highlighting the meticulous recording of work hours.

Documenting Every Step with Problem Activities

Comprehensive Tracking of Problem Management Actions


Detailed History for Transparent Problem Resolution

Our service desk software meticulously documents every action related to a problem, storing these details in a history log. This ensures all stakeholders have a clear understanding of the steps taken, fostering transparency and accountability throughout the problem resolution process.

The screenshot shows a timeline and activities recorded during the resolution of a problem, providing a complete overview of the actions taken

Frequently Asked Questions


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