Question

A problem management team has identified the root cause of a recurring email outage and documented it in the known error database, along with a reliable workaround. Analysis shows the permanent fix requires an expensive server migration. Management decides that the cost of the permanent fix outweighs the impact of the incidents, so no fix will be scheduled. What is the MOST appropriate next action for problem management?

Accepted Answer

Retain the known error record and its workaround so incidents can be resolved quickly if they recur

Answer

Delete the known error record because a decision has been made not to fix the problem

Answer

Reclassify the problem as an incident since no permanent resolution will occur

Answer

Escalate the problem to change enablement to force approval of the server migration