Summary

The Summary tab provides comprehensive details related to a Problem and gives access to the tabs required to work on the Problem. To view the details of a Customer select the Customer name link within the Problem Information screen. The Customer and Item assigned to the Problem can be updated within the Customer tab by selecting inline_search.png, when in Edit mode.

 

The Problem Information Summary tab 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 inline_info.png  to view Item information recorded on the Details tab. Select the Type hyperlink for more information about the Item.

 

Click relation_map.png 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 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 workflow-view.png to view the Workflow in its entirety.

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:

sla_paused.png  -  Workflow is in an SLA paused State. Triggers will not fire.
sla_running.png -  Workflow is in an SLA timers on State. Triggers will fire.

sla_met.png - Workflow is in an Exit State and the SLA has been successfully maintained.
sla_breached.png - Assigned SLA has been breached and Workflow is in an Exit State.

 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.

prob_summary.png

For each Problem additional details and options are available within the Summary tab. These allow Users to add Notes, analyze the Problem and view its history. The options include:

Summary Tab Buttons

edit.png

Edit opens the Problem in edit mode. This allows the Problem details to be amended, Notes to be added and time is automatically recorded against the Problem whilst in edit mode.

add_note.png

Opens  the Problem in edit mode and moves directly to the New Note editor. See: New Note

duplicate.png

Duplicate creates a copy of the Problem and links the copy to the original Problem. The User can then amend the Customer or Item details, if required.

print.png

Print opens a summary of the Problem in a Print View window. This includes a Description and all Notes added to the Problem. It is a good alternative for viewing  Problem information within one window when adding a new Note.

alerts.png

Allows the User to create or view reminders related to the Problem. When published it will be displayed like the normal alert icon.

    image1.gif image2.gif

The escalation buttons allow the User to escalate the Problem to the next layer within the Team, or de-escalate the Request to the lower level, if required.

 

Changing a Problem's Customer or Item

After a Problem is created, it may be necessary to change the assigned Customer or Item. This may be the case when the Unknown Item is associated with a Problem, or a Service Item has been assigned to the Problem and the relevant hardware, software or network Item needs to be associated with the request. When the "Allow Unknown" option is disabled in the Setup>Privileges>Requests tab and a Request that is assigned to the Unknown Item is opened in Edit mode, the User will be prompted to update the Item assigned to the Problem before the Save button action can successfully record changes to the Problem.

 

 

To change the Item:

  1. Click the Problem's Edit button

  2. Select the Problem's Item tab

  3. Click  the Item Number inline_search.png
    The Find Item option appears.

  4. Search and select a new Item

  5. Click Apply to update the Problem

  6. Select the Summary tab to continue working on the Problem.
    Or, click Cancel and Done to close the Problem with the newly assigned Item.

 

To change the Customer:

  1. Click the Problem's Edit button

  2. Select the Problem's Customer tab

  3. Click  inline_search.png next to the Customer Name

  4. Search and select a Customer

  5. Click apply.png
    If the Problem's Item needs to be altered as a result of the Customer change the Find Item field appears. Search and select the appropriate Item using the Find Item search.

  6. Select the Summary tab, to continue working on the Problem

  7. Click Save.

 

 

Item Relationship Map and Assignment

Selecting relation_map.png opens a pop-up window that displays a map of Items that are related to the Request Item that can be navigated by clicking on the icons within the map. To view related Item information, scroll over the relevant Item icon.

impact_item_relationships.png

 

Updating the Item associated with the Request

The Item associated with the request can be updated when in the request is in Edit mode:

  1. Select relation_map.png

  2. Navigate the map to move the relevant Item icon to the central point of the map
    Select the Item icon label in the Map to move it to the central node.

  3. Click the icon label when it is in the middle of the map
    A warning message is displayed, prompting the confirmation of the Item change.

    update_item.png
     

  4. Select OK and the Item association will be updated  
    (If the Enable Item Shadow option is enabled by the Administrator in the Setup>Privileges>Customer tab, the change of Item information will not be visible on the Customer Portal.)

  5. Select cross_close.png to close the window.
    The Item assignment change is recorded in the Audit tab.

 

See: Item Relationships