Microsoft® System Center 2012 Unleashed

Creating a Problem Record

Problems can be created from scratch, but more often they are created directly from incidents. This is a natural outcome of the purpose of problems, which is to group incidents.

For example, an analyst might review the assigned incidents and find a group of two User Account Locked Out incidents (shown in Figure 15.17) related to a hacking attempt. The hacking attempt is from the same attack vector, which was a particular client machine that was infected with malware and reimaged to resolve the issue. Rather than resolve each incident separately, the analyst would rather resolve them all at once and have a problem record identifying the root cause.

Figure 15.17 Cluster of incidents.

To create a problem record from the ...