The Errors tab allows the User to view existing Problem Groups and Known Errors. Problem Groups is a management tool for investigating Problems and related Incidents that provides summary information within the Details tab and related requests in the Elements tab.
When a Problem is resolved it becomes a Known Error. Known Errors denote the successful identification of the root cause of a Problem. These can be used for future Problem resolutions, and accessed as successful Workarounds and Solutions.
Known Errors and Problem Groups that are related can also be easily merged within the relevant Filter view within the Errors tab using the Merge button.
When a Solution is assigned to a Problem, the Problem Group is converted into a Known Error and all linked requests are consequently closed. It should be noted that if the Handshaking facility is enabled for the system, the related Incidents and Requests are moved to a Pending-Approval State, when the associated Problem is moved to the Exit State.
To assign a Solution, creating a Known Error:
Select Operations>Problems
Select a Problem ID#
to assign the solution
The Problem Summary page is displayed.
Move to the Analysis tab
Click Edit
If a proposed solution
is appropriate, select the Article number and click the Apply button
Or, assign a new Solution, by selecting the New Solution option and
completing the Solution field. See Analysis
Tab for more information.
Click Save.
The system will confirm that the Solution has been assigned and a Known
Error created.
Errors are used to identify known Problems. An Error can be used to close a Problem, or groups of Problems.
To view Known Errors:
Select Operations>Errors
The Groups screen appears.
Use the All Known Errors
list filter
Select the Group # Number,
or Title to open the group editor.
The Known Error details are displayed, including all assigned requests
within the Elements tab and the final fix in the Solution tab.
While a Problem remains open, additional requests can be added to the Group within the Errors tab. To add or remove requests:
Select Operations>Errors
Select the Group # Number, or Title to open the group editor
Move to the Analysis
tab to add requests
The Unassigned Requests are displayed by default. Tick any requests
that are to be added to the group and select the Add button.
Move to the Elements
tab, to remove requests
Tick any requests that are to be removed from the group and select
the Remove button.
Click Done.
Requests can be linked to a Group within the Analysis screen of a Problem Group. To search for requests to add to the Group, use the system filters or the Search option.
The system filter includes the following:
Unassigned Requests |
Description |
|---|---|
Project Requests |
Requests that have been assigned to the Problem Group/Project. |
Unassigned Requests |
All requests that exist in the system and have not been assigned to the Group. |
Potential Requests - Item Type & Classification |
Requests in the system that match the Item Type and/or Classification of the Group. |
Potential Requests- Keyword match |
Requests with keywords that match between the request Description and the Group Description.
|
All Problems (sys) |
Lists all Problems in the system irrespective of Workflow State or User assignment. Note that this option is not visible to Technicians when the privilege to View All Requests is disabled by the Administrator. |
My Problems (Active) (sys) |
Displays all Problems in an active Workflow State that are assigned to the logged-in User. |
My Problems (All) (sys) |
Displays all Problems, in active and inactive Workflow States, that are assigned to the logged-in User. |
My Teams Problems (Active) (sys) |
Displays all Problems in an active Workflow State, allocated to the Teams with which the User is associated. |
My Teams Problems (All) (sys) |
Displays all the Problems, in active and inactive Workflow States, allocated to the Teams with which the User is associated. |
To link requests:
Go to Operations > Problems
Select the Problem Group # hyperlink
Go to the Analysis tab
Choose
the relevant Filter option
Select the request checkbox on the left
Click the Add button
Click
Done.
The screen defaults to the Groups list.
The Elements tab displays all the requests that belong to the Problem Group. Within this screen, any request can be removed from the Group.
To remove a request:
Move to the Elements tab
Select
the checkbox of the relevant request
Click the Remove button.
Existing Problem Groups can be merged within the All Known Error or All Problem Groups filter view of the Errors screen, to allow all related requests within the Groups to be managed as one. To combine Problem Groups:
Go to Operations>Errors
Check the fields next to the relevant Group #'s
Click
Merge
The screen defaults to the Details tab for the Merge Group.
Set the Name, Item Type, Classification, Status, Priority and Description that best defines all associated requests
Click
Save.
The History tab records details of the Groups merged to form the new
Group. Click the No. hyperlink to view the details. The Impact tab
records the Type and Number of requests associated with the Group.
To close the Problem Group:
Go to Operations>Errors
Select the Problem Group # link
Click Edit
Click Close
Click Done.
To close the related requests, within the Elements tab select a Problem
and move it to a Closed State. All related Incidents and Service Requests
are automatically closed, or if the handshaking facility is enabled
for the system, moved to the Pending-Approval State.
Requests can be grouped by selecting the checkboxes next to the Request #, followed by the Link button.
The type of request Group created is based on the request type assigned to the Group.
If the Group contains Service Requests, it is a Service Request Group
If the Group contains Incidents, it is an Incident Group
If the Group contains Incidents/Change, it is a Change Group
If the Group contains Incidents/Problem/Change, it is a Change Group
If the Group contains Incidents/Problem, it is a Problem Group
If the Group contains Problem/Change, it is a Change Group.
The system views the request hierarchy from low to high as Service Request, Incident, Problem and Change Request, and if a related request of a higher type is closed, all the lesser type requests are automatically closed, or if the handshaking facility is enabled for the system, moved to the Pending-Approval State.