Epicor Help Desk Problem Management

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A structural problem leads to incidents and therefore to new or repeating calls. Epicor ITSM will not allow incidents to be solved without their underlying cause being eliminated. ITSM allows you to link several incidents to a problem, and once the problem has been solved and closed, all related incidents can be automatically closed.

Objective:

Ensure stability of the IT infrastructure and IT services by structurally and permanently removing errors within the IT infrastructure

Results:

Resolve incidents quicker and more efficiently
Reduce the chance of repeating incidents
Increased Uptime

Key Features:

Create problems from incidents
Search knowledge base to solve problems
Classify problems
Measure response and resolution times
Link multiple incidents to a problem
Link change requests to problems
Solving problem closes related incidents and change requests

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