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Examples of Using Autotask Problem & Incident Management

A Narcoleptic Server

Let’s say that your remote monitoring and management (RMM) system throws an alert for an offline server every afternoon. The alert is for the same server every day, and you simply haven’t had time to figure out what is causing the server to be overloaded and appear offline so consistently. Now, let’s also say that each time the server goes offline, you get a new ticket in Autotask for the server being offline. After a few weeks, you’ll have a bunch of tickets for the same issue. Chances are, two engineers on your team have unknowingly been working on the issue, albeit from two different tickets, and neither knows that the other is working on the issue. How can you more effectively track the root issue (the fact that the server keeps going offline) as well as all the instances of that issue (the ticket from today, and from yesterday, and the day before) without clogging up your ticket system? How do your engineers know what ticket to work on to fix the root issue?

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