Question

A service desk analyst is handling a call about an application error that prevents users from generating monthly reports. The problem management team has already investigated a nearly identical issue, has not yet fixed the underlying fault, but has recorded a temporary method that allows report generation to continue. What should the analyst do to restore service most quickly?

Accepted Answer

Apply the documented workaround from the known error record to restore the user's ability to generate reports

Answer

Log the call as a new problem so the root cause can be investigated again from scratch

Answer

Wait for a permanent fix to be deployed before allowing the user to attempt report generation

Answer

Escalate the call to the change authority to authorize an emergency change