2. Problem Classification

Problem classification involves the triage and assignment of the problem for more investigation. After a problem is submitted, it moves to the Classification state, where the project management team can do one of the following:

Start investigating the problem by assigning it to one of the following:
- A technical team, where the problem remains until a member of the team takes ownership of it. In this scenario, the team members are secondary owners of the problem; there is no primary owner. If a technical SME is also selected, he or she does not become the primary owner, but is automatically selected when the problem is assigned.
- A technical SME, with no technical team members selected. In this scenario, the technical SME is the primary owner and there is no secondary owner.
- A technical SME, with technical team members selected. This provides a backup if the technical SME cannot complete the work in a timely manner, because the technical team members are secondary owners.
  Note: You can use the Reassign transition in applicable states to assign the problem to another technical SME. For more information about group queues, see Group Queues.
Update the problem with new information
Put the item on hold
Delete the problem (if the user has the "delete item" privilege)
Add a file, item link, or URL to the item
Choose an action such as sending an e-mail or adding a note
Decide whether a tech note should be created when the problem is resolved.

Note: When you link items, the related incidents are linked to the item, and the item is saved. The linked items are shown on the Incidents tab.