The Error Control process involves rectification of the error by finding a permanent resolution. This may need the involvement of a 3rd party to rectify the error. Implementing the error correction may often involve the change management process since a change to the hardware or software infrastructure may be needed. A Request for Change is initiated and once the change management process is completed, the error can be resolved and closed.
Once the RCA is completed, the error assessment is done and captured.
Click on the 'Submit as' option and select 'Error Assessment'.
Enter the 'Assessment Notes', any comments and click on 'Submit'.
If there is a need for a 3rd party to provide the resolution (e.g. patch for the software), the problem record is moved to 'Waiting for 3rd party' state.
Once the resolution is received from the 3rd party, the problem record is moved to 'Received from 3rd party' state.
If the resolution is ready to be implemented, the problem record is moved back to the 'Error Assessment' state.
Next, if needed the implementation can go through the change management process. For this, a change management record is created and the state moved to request for change (RFC) submitted. Refer to the Change Management Process for details. To create a Change Management Record you can use the Link option and select the project as Change Management. Refer to the topic Service Desk->Standard View->Linking Records for the steps to either create a linked Change Management Record or link the Problem Record to an existing Change Management Record.
Enter the details of the change and click on 'Confirm'.
Once the change is implemented, the state of the Problem Record is moved to 'Error Resolve' state.
Click on the 'Submit as' option and select 'Error Resolve'.
Enter the 'Resolution' along with any comment and click on 'Confirm'.
The Error is then closed. Click on the 'Submit as' option and select 'Error Resolve'.
Enter any comment and click on 'Confirm'. With this the Error Control Process is complete. The Problem can then be resolved, reviewed and closed.