Home > Analysis Tab - Problem

Analysis

The Analysis tab is used to search for Solutions, Workarounds or to escalate the current Problem to a Change Request. The drop-down options include:
 

Problem Workarounds

Workarounds are temporary fixes applied to a Problem until the Problem is resolved.

To assign a Workaround to a Problem, the User can apply a Proposed Workaround presented by the application or use the Search Workaround facility. If a Workaround Article does not exist, a Workaround can be created within this screen. Once a Workaround is applied to the Problem it can be accessed via the Analysis tab under the View Workaround option.

Searching for a Workaround

To search for a Workaround:

1. Click on the number of the required Problem
   The Problem Information screen appears.

2. Select the Analysis tab

3. Click Edit
   The drop-down list will become active.
   
   

4. Select an option:

   Analysis Tab Options
   Proposed Workarounds	Displays a list of all Workarounds with a search based on Problem Description, Item Type and Classification. To assign a Workaround, select the Article number to display the Workaround in full. Click Resolve if the Workaround is relevant. This will assign the Workaround to the Problem. After a Workaround has been assigned, the View Workaround option will become visible within the Analysis options
   Search Workarounds	Allows User to enter full text or ID number to search for possible Workaround Articles. To assign a Workaround, select the Article number to display the Workaround in full. Click Resolve if the Workaround is relevant. This will assign the Workaround to the Problem. After a Workaround has been assigned, the View Workaround option will become visible within the Analysis options
   New Workaround	Displays Knowledge Base editor to allow User to enter a new Workaround. Define visibility, enter a Summary, a Description and Save.

5. Click Save.

Problem Solutions
To assign a Solution or Known Error to a Problem, the User can apply Proposed Solutions presented by the application or use the Search Solution facility to access the Known Error database. If a Known Error does not exist, it can be created within this screen. Once a Known Error is applied to the Problem, the application automatically closes the Problem.

Searching for a Solution/Known Error

To Search for a Solution/Known Error:

1. Click on the number of the required Problem
   The Problem Information screen appears.

2. Select the Analysis tab

3. Click Edit
   The drop-down list will become active.
   
   

4. Select from the available options, as follows:

   Analysis Tab Options
   Proposed Solution	Displays a list of all Solutions using a search based on the Problem Description, Item Type and Classification. To assign a Solution, select the Solution ID number to display the Solution in full. Click Resolve if the Solution is relevant. This will close the Problem and notify the Customer.
   Search Solution	Allows User to enter full text or ID number to search for possible Solution Articles. To assign a Solution, select the Solution ID number to display the solution in full. Click Resolve if the Solution is relevant. This will close the Problem and notify the Customer.
   New Solution	Displays Knowledge Base editor to allow User to enter a new Solution. Define visibility, enter a Summary, a Description and Save.

5. Click Save.

Creating a Change Request from a Problem

Change Requests can be generated within the Analysis tab of a Problem screen. This will move the current Problem status to On Hold and link the new Change Request to the selected Change group.

To create a related RFC for a Problem, within the Analysis tab:

1. Select Edit
   The Proposed Solution drop-down list opens in Edit Mode
   
   

2. Select the New Change Request option
   The RFC is automatically created and the Problem status changed to On Hold - Process Escalated.
   
   
    

Creating an Alert

Within the Analysis tab, an Alert that is associated with the Problem can be created by:

1. Select Edit within the Analysis tab

2. Select the Alerts option in the drop-down list
   The New button is made accessible.

3. Click New

4. Refine the content for each required field:

   Alert Details	Description
   Created	The current date and time.
   Publish	The date the Alert is published. Use the calendar icon to the right of the field, to select a Publish date. Set to a date in the future, or use the default to publish the Alert immediately.
   Dismiss	The date the Alert ceases to be available. Use the calendar icon to the right of the field, to select a Publish date. On this date,  the Alert will disappear from a User's Alert list.
   Severity	The type of Alert to be published. The choices are: Information – for general Alerts Warning – to warn Users of potential issues Urgent – to publish an urgent actionable message. The icon appearing with the message will depend on the type of Alert.
   User	The User type to receive the Alert, which include: Specific Customer or User - In the Find User or Customer list, click search to select the recipient from the drop-down list.  User Role - An Alert sent to a User Role will go to all Users with that Role.  Personal Alert - A personal Alert appears on the User's own screen at the Publish date. Organizational Units - In the Find Org. Unit field,  search and select the recipients.
   Title	Enter the title of the Alert.
   Message	Enter the main content of the Alert.

5. Click Save.