Home > Problem Notes

Notes

The Problem Notes tab displays entries made by a User regarding a Problem. New Notes are date-stamped automatically and associated with the User logging the Note. Problem Management is considered an internal support process, therefore Notes are not made visible or sent to Customers.

The number of Notes recorded against a Problem is displayed in brackets on the Notes tab, and if a Note has been added by a Technician other than the Technician assigned to the Problem, an asterisk is visible on the Notes tab until the assigned Technician opens the Note.

Add Note

The Add Note button within the Summary tab can be used to open the Problem in Edit mode and automatically access a new Note window, as shown in Step 4 below.

Viewing All Notes

Use a Problem's Print button to access a list of all Problem Notes in one screen.

Adding a Note

When the first Note is created for a Problem, the Problem Description automatically populates the New Note editor allowing the Technician to enter their response.

To add a Note:

1. Click the Problem ID Number
   The Problem Information>Summary tab appears.

2. Click Edit

3. In the Notes tab, click New

4. Enter the Note details
   Or, select a Template if a relevant pre-configured response has been set for the Item Type or Category for the Item assigned to the Problem.
   
   

5. Enter Note Time
   The time entered represents the amount of time accumulated to formulate the Note's content or time spent working on a request away from the system. If no additional time has been spent on the Problem away from the application this field will be automatically populated with the Logged Time when the Problem is in Edit mode, if the Manual Request Time option is disabled in the Setup>Privileges>User tab. When this option is disabled, is visible next to the Problem number in the top right corner of the Summary Tab screen when the Request is in Edit mode. (See: Contracts Logged Time.)

6. Adjust the time and date of work completed, if required

7. Add attachments to be sent with the Note, if required
   A maximum of two attachments can be added per Note.

8. Adjust Email Recipients and Group Options, if required
   Vendors, as Email Recipients, is displayed as an option if the Problem is in a State associated with an Underpinning Contract.

9. Click  .
   The Note editor screen will close.

 Draft Note

Use the Draft button to save an incomplete Note entry, which will be displayed in the Notes list. When a Note is saved as a draft, the Status will be displayed as .  If the Add Note button is selected when a draft Note has been recorded against a request, a warning will be displayed. To continue working on a draft Note, open the request in Edit mode and select the Note No. hyperlink.

Solution/Known Error

If a Problem Note is the resolution for the issue, the Note can be saved as the Solution/Known Error. This will convert the Note into a Solution Article (found under Problem>Analysis tab), by enabling the Create Knowledge option before selecting the Solution button. Clicking the Solution button will automatically move the Problem to the default Closed State and all related Incidents or Service Requests are automatically closed. When the handshaking facility is enabled for the system and a Solution is recorded for a Problem, the Problem is automatically moved to the default Closed State for the assigned Workflow but all related Incidents and Requests are moved to a Pending-Approval State.

If a Solution is applied to a Problem containing attachments, the attachment is included in the Solution.

To save a Note as the Solution:

1. Enter the Note details

2. Select Create Knowledge, if the Note content is to be available in the Knowledge Base

3. Click Solution.
   For Create Knowledge enabled Notes the content will be recorded as the solution under the Analysis tab. The Status of the Problem will change to default Closed State for the assigned Workflow.

Viewing a Note

To view a Note:

1. Select a Problem ID Number

2. Select the Notes tab

3. Click on the Problem Note Number hyperlink.
   
    

Adding Notes to Grouped Problems

When a Note is created for a Problem that belongs to a Group, the Apply to Group option is visible within the Notes tab. If the new Note is to be assigned to all requests within the Group, select the Apply to Group box.

• Any new requests added to the Group at a later date will also have all pre-existing Notes, with this option selected, applied to the newly grouped request.

When the Apply to Group option is selected, the Add Note Time to Group option is displayed. Select this checkbox to also apply the Note Time to each of the requests.

The Solution option is not visible if the Problem is included in a group of requests that includes Change Requests.