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SummitAI Service Management Help
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You can create the Problem Records (PRs) based on the analysis of the common Incidents logged by the End Users or review of the monthly reports of the Incidents. The Problem is then analyzed (RCA) and a solution to the Problem is provided. The resolution of the Problem can be added to the Knowledge Management module or may trigger a Change handled by the Change Management module. Analysts, Problem Managers, and users with appropriate access can only log PRs.
To Create New Problem Records:
- Select Problem > User > New Problem Record.
- On the NEW PROBLEM RECORD page, type in the required details, such as Tenant and status. Provide the required details for fields under the GENERAL, ROOT CAUSE ANALYSIS, LOGS, COST, DIAGNOSTIC, PROBLEM REVIEW, and RELATIONSHIP tabs. For more information about the fields under these tabs on the NEW PROBLEM RECORD page, see Field Description.
Figure: NEW PROBLEM RECORD page - Click SUBMIT. A new Problem Record is created.
Field Description
The following table describes the fields on the NEW PROBLEM RECORD page:
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Tenant | Lists the Tenant name. Select an option from the list. Note: Based on the organization's requirements, the Administrator configures the name of this field. |
Status | Select the status from the Status list. The status is displayed based on the Problem Record progressive stage. For more information about the various PR status, see Problem Record Status. |
Source | Lists the sources defined for a Tenant. Select a source name from the list to indicate the source for the PR. |
Log Time | Displays the date and time when the PR was created. The date format used is yyyy/mm/dd h:mm:ss AM/PM. |
RCA Deadline | Select the RCA deadline date and time. |
Deadline | Select the deadline date and time for the PR. |
Symptom | Type in the symptom details about the PR. |
Description | Type in a brief description about the PR. |
Attachment | Specify a reference file path to add any additional reference material. You can also click Upload button to choose an appropriate file to attach as a reference material for the PR. |
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The details of the Requester is displayed at the top-left corner of NEW PROBLEM RECORD page. If the Problem Record is created from an Incident, the Analyst who last resolved the Incident is displayed as the Requester of the PR. |
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Under the GENERAL tab, you can add or view the general details of a PR, such as Priority, Impact, Category, Classification, Problem Record Type, assigned Workgroup, assigned Analyst, workaround details, and so on. The resolution and closure details of the PR is also updated under this tab. The following table describes the fields under the GENERAL tab:
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After a PR is raised and approved, analysis needs to be done to explain the actual cause of the PR. You (Analysts, Problem Managers) can specify the Root Cause Analysis findings under the ROOT CAUSE ANALYSIS tab of the NEW PROBLEM RECORD page. You can add the various causes of the PR by clicking ADD. After analysis, the actual cause of the PR is marked as Actual. The following table describes the fields under the ROOT CAUSE ANALYSIS tab:
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The Analysts, Problem Managers, and RCA Approvers can update the logs about their analysis and findings under the LOGS tab.
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You can add the estimated cost and actual cost details under the COST tab. The following table describes the fields under the COST tab:
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You can add the diagnostic activity done and its result under the DIAGNOSTIC tab. Type in the diagnostic activity performed (Activity) and the findings (Result). Upload the Attachments, and click ADD to add the diagnostic activity and the Attachments to the PR. You can also edit them using the Edit icon or delete them using the Delete icon. |
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You (Problem Approver) can add the PR review details under the PROBLEM REVIEW tab. The following table describes the fields under the PROBLEM REVIEW tab:
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You can link related Incidents, Change Records (CRs), Problem Records, Work Orders, CIs, Projects, and Portfolios to the Problem Record using the Link list under the RELATIONSHIP tab. You can also create new Incident, CR, Problem Record, and Work Order to link to the Problem Record using the Create list. You can delink a linked record using the De-Link button. To link any module to an Incident:
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ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the NEW PROBLEM RECORD page.
SHOW LIST
Click to view the list of PRs. For more information about viewing PRs, see Viewing List of Problem Records.
APPROVAL
Click APPROVAL to approve the Problem Record and the RCA. For more information about approving PRs and RCA, see Approving Problem Records and Root Cause Analysis.
CHANGE HISTORY
Click CHANGE HISTORY to view the audit details about the PR. The CHANGE HISTORY pop-up page is displayed with information, such as the columns that were modified (Column Name), the date of modification (Change Date), the name of the user who made the modification (Changed By), the previous value before the change (Old Value), the value after the change (New Value).
Figure: CHANGE HISTORY pop-up page
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