Overview
Problem Cases are not part of the basic Support subscription and, thus, do not have SLA promises.
When needed, M-Files can create a "Problem Case", which can be used after an incident has been resolved, for example, to
- continue customer communication to follow up for a started root cause analysis (RCA)
- document the workaround(s) for a known issue
- gather all customer's specific known issue-related incident cases in one single place for faster new incident case resolution, RCA, and better priority evaluation
The definitions of Problems and Incidents you can see here: M-Files Support Processes: Generals About Incident and Problem Case Record Types and ITIL
