Manager access provides a read only view of Problems logged with the application. The Problems tab defaults to display All Problems logged within the system. The default display is ten Problems per batch. The list can be re-sorted by clicking on a column header, and the number of Problems displayed per batch can be altered using the Display pop-up option.
Problem Management is :
Used to manage an ongoing or immediate situation where there is significant impact to business services or IT infrastructure
Created when more than one Incident has been raised around the same issue
Used to find a solution to all the related Incidents
Differentiated from an Incident group, in that, a Problem is created to work on the cause of the Incidents within the Problem
An internal service management investigation process, which does not typically involve any Customer updates, except upon resolution.
Problem Management can also be used pro-actively to prevent Problems by identifying related or recurring issues.
When a Problem is created, a Problem Group is automatically generated. The Group is used as a container for all requests that relate to the same underlying problem. The name assigned to the Group is the Problem ID e.g. Problem #100067. The Problem Group can be edited under the Error tab or via the Problem itself.
Problem Search Tips
The Problem search option has a default Status to search only Active requests. To ensure search success, select the relevant Incident Status, if unsure, select All
To search for multiple Problem numbers at once, insert a comma separator between Problem numbers
To search based on a Problem status, select the Problem Workflow option from the Workflow drop-down list. Once selected, a list of States is displayed
To search by Classification, select an Item category from the Category drop-down list. After the category is chosen, a list of Problem Classifications is displayed
To search based on the content of a Problem Description, select the Full Text option within the Search and enter a relevant term (See: Full text searches.)
To search using an Item's Custom field information, select the Item Category to display any Custom Fields enabled for that Item.
To view Problem details, select the relevant Problem Reference # hyperlink and the screen will default to the Summary Tab. The Summary tab provides comprehensive details related to a Problem.
The summary information includes the following:
Summary Tab |
Description |
|---|---|
Contact |
Displays the Customer assigned to the Problem and their contact information. Click on the Customer Name or Org.Unit link for more details relating to Customer and Org Unit.
To update the Customer details assigned to the request, click on the Customer tab and ensure the Request is in edit mode. |
Item |
Displays the Item assigned
to the Problem. Scroll over
Click
To update the Item details assigned to the request, click on the Customer tab and ensure the Request is in edit mode, or use the Update Item facility in the Relationships filter view of the impact tab. |
Details |
|
Classification |
Displays the Problem Classification that was selected when the Problem was created. This can be updated, if required. |
Priority |
Shows the priority of the Problem, which determines the Service Level triggers applied to the Problem. If the Derived option is enabled in the applications Setup, then the Urgency and Impact drop-down lists are displayed. The User is required to select the corresponding Urgency and Impact for the Problem to alter the Priority assigned. See Priority. |
Escalation |
This is visible if the Escalation Control option is enabled in the application Setup. This option is only available to the Supervisor and allows them to disable the escalation timers. See Escalation. |
Escalation Layer |
Shows the number of levels of Escalation that exist in the Team assigned to the Incident, and at which level the Incident is currently assigned. |
Technician |
The name of the Technician assigned to the Problem.
When a Problem is assigned to the Queue, the name applied in the Technician field is System User. See: Queues. |
Notification |
|
Technician |
Allows the User to adjust the default Technician notification between None, Email or SMS for updating the assigned Technician, all Technicians in the Team or Layer of Escalation assigned to the Problem. Technician CCs is a free text field for any additional notification recipients, these can be divided into Customer and Technician CC lists. See: Notification. |
Alternate Team |
Is visible if the Notify Alternate Team option is enabled in the Admin>Email>Setup tab and another Team within the same Process is included in the system. This allows the User to define another Team to be notified about updates regarding the Problem. |
Problem |
|
Team |
Displays the default support Team assigned to the Problem. This can be changed by selecting another option within the drop-down list. The Team list is derived from the Workflow and Workflow State. |
Workflow |
Displays the default Workflow assigned to the Problem. This can be changed by selecting another option within the drop-down list. The Workflow list is derived from the SLA assigned to the Problem. Select |
Status |
Shows the current Workflow State of the Problem. See Status. |
Next Action |
Lists all the States available after the current Problem State. This is based on the Workflow assigned to the Problem. To move the Problem through the Workflow, select a Status included in the list displayed. |
Status Due |
Details the expiry time for the current Workflow State if the State has an OLA assigned. |
Service Terms |
|
Agreement |
Displays the Service Level Agreement assigned to the Problem. The service level is derived from either the Customer, Organizational Unit or Item. |
Service Manager |
Displays the name of the Service Level Manager responsible for overseeing Requests related to the assigned service agreement. |
Progress |
Visually displays how the Problem is tracking against the assigned SLA and displays the percentage of SLA used when greater than 10%. The grey progress bar is gradually filled in based on the status:
|
Dates |
Summarizes the important date details for the Problem. The due date is automatically calculated based on the Service Level and Priority assigned to the Problem. See Service Terms. |
Time Recorded |
Displays the amount of time the Problem has been open and worked on. See: Time Recorded. |
Affects |
Displays the number of Users assigned to the Item. |
The following details are available within the Problem Information Summary tab screen:
See: Description Tab
See: Notes Tab
See: Attachments Tab
See: Impact Tab
See: Audit Tab
See: Related Requests.
to
view Item information recorded on the Details tab. Select the
Type hyperlink for more information about the Item.
to view the Item Relationship map. Any Item displayed in the map
can be set as the Item associated with the Problem, by making
it the central node of the Relationship map and clicking on the
centralized map icon to confirm the Item assignment change. 
to view
the Workflow in its entirety.
- Workflow is in an SLA paused State. Triggers will
not fire.
- Workflow is in an SLA timers
on State. Triggers will fire.
- Workflow is in an Exit State and the SLA has been successfully
maintained.
- Assigned SLA has been breached
and Workflow is in an Exit State.