Home > Problems
The Problem tab defaults to display all Problems logged with the system. The other available List Filters include:
Filter |
Description |
All Problems |
Displays all Problems logged in the system regardless of their Status or Assignment. |
My Problems (Active) |
Displays all Problems in an active Workflow State that are assigned to the logged-in User. |
My Problems (All) |
Displays all Problems, in active and inactive Workflow States, that are assigned to the logged-in User. |
My Teams Problems (Active) |
Displays all Problems in an active Workflow State, allocated to the Teams with which the User is associated. |
My Teams Problems (All) |
Displays all the Problems, in active and inactive Workflow States, allocated to the Teams with which the User is associated. |
Problem Queue |
Displays Problems assigned to the System User by default, which Technicians can reassign after viewing. (This is only available if the functionality is enabled for the system and Team.) |
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 Incidents.
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 issue. 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:
Problems that are created by the Users through the User Portal can be forwarded to a holding bay or queue, if this functionality is required by the Service Desk. The capability can be enabled system-wide but applied on a per Problem Team basis, as needed.
See: Queues.
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 easily access up to the minute details regarding Problem activity within an RSS feed browser bookmark, Users can subscribe to RSS feeds by selecting the RSS button within the Problems list. When the RSS button is selected, Users are presented with the application options for subscribing to receive the information and where the Recent Activity information is to be accessed. To readily access the information through a browser window, save the feed the to the Bookmark Bar.
The following is an example of the information obtained by clicking on the RSS bookmark:
