Problem Area

Once a support professional identifies a problem, the Problem Screen is used to capture a summary of the defect. The Problem Screen is then used by the support team to classify defects and find ways to resolve them. The Problem Screen allows users to:

• Record product defects and instructions on how to correct them.
• Prioritize product defects by tracking the frequency and severity of the problem.
• Identify the life cycle and status of a product defect.
• Link documents to problems.