Home > Problems
The Operations>Problems tab defaults to display all Problems that require root-cause analysis logged within the system. The other available List Filters include:
My Active Problems - displays all open/pending Problems that are assigned to the logged-in User
My Teams Problems - displays all the Problems allocated to the Teams that the User is assigned.
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.
A Problem is :
Used to manage an ongoing or immediate situation where there is significant impact
Created when more than one Incident has been raised around the same issue
Used to find a solution to all the Incidents
Differentiated from an Incident group, in that, a Problem is created to work on the cause of the Incidents within the Problem.
Problem Management can also be used pro-actively to prevent Problems by identifying related or recurring requests.
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.
To create a Problem within the Problem>Problems tab of LiveTime, the following information is required:
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.