Problems, known errors and major incidents

Watch

You will be able to

• Raise a problem from repeating incidents
• Record the known error and workaround, and publish it
• Get the permanent fix onto the product backlog and the change calendar
• Declare and run a major incident

Step by step

1. Spot the pattern Service desk › Problems
   When the same incident keeps coming in, raise a problem from one of them and link the others.
2. Known error and workaround Problem › Root cause and workaround
   Record the root cause and the workaround. It is published to knowledge and sent to every caller affected.
3. Fix it for good Problem › Connected
   Raise a defect on the product backlog for the permanent fix. It enters demand to value like any other work.
4. A change for the fix Problem › Raise a change for the fix
   The fix goes onto the change calendar. When the change is done, the problem and its linked incidents are resolved.
5. Declare a major incident Ticket › Declare a major incident
   This raises an emergency on the product, so sprint work pauses, and starts timing the outage. Post updates for everyone affected.
6. Review it Events › Major incident review
   Within five working days: what happened and when, the cause, what helped and what slowed the response.

Try it yourself

Practise as Amy Clarke in the demo.
View as Amy Clarke. Open PRB00001. How many incidents are linked to it, and which defect will fix it for good?

Open the demo as Amy Clarke Password pulse-demo-2026. The demo resets every night.

The examples use a made-up healthcare organisation. DelPulse is not only for healthcare: it can be set up for any industry, with your own names for every portfolio, programme, product and team.

Part of

Service management