| Call Management terms and definitions |  |
| Reported Problem Problem as reported by the customer. Expected Problem Indicates the expected problem as assessed by the (support) engineer. Established Problem Indicates how the support engineer assesses the problem for which a call is created. Expected Solution Indicates the solution that the (support) engineer expects to be implemented. Solution Indicates how the engineer has solved the problem for which a call is created. Related topics Call handling concepts Diagnostic tree construction |