Question

A recurring database timeout has been under investigation for weeks. The problem management team has now identified the specific misconfigured connection pool setting as the underlying cause, but a permanent fix requires a vendor patch that won't be available for two months. In the meantime the team has found that periodically recycling the connection pool restores service. How should they document this situation so the service desk can respond efficiently to further occurrences?

Accepted Answer

Record it as a known error with its documented workaround in the known error database

Answer

Close the problem record since the root cause has been identified

Answer

Raise an emergency change to bypass the vendor patch requirement

Answer

Convert the problem into a standard change model for repeated use