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:
Field | Description |
|---|---|
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. |
Note:
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.
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.
Figure: GENERAL tab
The following table describes the fields under the GENERAL tab:
Field | Description |
|---|---|
CLASSIFICATION | |
Impact | Select the Impact from the list to indicate the level of Impact of the PR. |
Classification | Lists the various Classifications under which the PR should be considered for resolution. To select the Classification, click the Search icon. The CLASSIFICATION pop-up page is displayed. You can use the Expand icon to view the Sub-classifications in the Classification tree. |
Urgency | Select Urgency from the list to indicate the level of importance of the PR. |
Category | Indicates the Category under which the PR is considered for resolution. To select the Category, click the Search icon. The CATEGORY pop-up page is displayed. You can use the Expand icon to view the Sub-categories in the Categories tree. |
Priority | Select a Priority from the list to indicate the level of Priority of the PR. |
Problem Record Type | Select a Problem Record Type from the list. |
ASSIGNMENTS | |
Workgroup | Select the Workgroup from the list who will be working on the PR. |
Assigned To | Select the Analyst from the selected Workgroup who will be assigned to the PR. |
WORKAROUND | |
Exists check box | Select this check box if there is any temporary solution available for the PR. |
Details | Type in the workaround details (temporary solution). |
TESTING | |
Details | Type in the details about the tests performed for the PR. You cannot provide details in this field until the PR is Approved. |
RESOLUTION | |
Solution | Type in the detailed description about the solution provided to the PR. |
Resolution Time | Select the resolution time after providing the resolution to the PR. |
SLA Violated? | Indicates if the SLA for the PR is violated. |
Violation Reason | Type in the violation reason if the SLA for the PR is violated. |
Resolution Code | Select the Resolution Code from the drop-down. Analyst can select the Resolution Code while resolving the Problem Record. |
CLOSURE | |
Closure Remarks | This option is enabled only if you select the PR Status as Closed for a PR. Type in the details for closing the PR. |
Closure Code | Lists the Closure Codes defined for the Tenant. Select a Closure Code that you want to attach to the PR. |
Closure Category | Displays the Closure Category. |
Closed By | Displays the name of the Analyst who resolved the PR after submitting the resolution details and changing the status to Resolved. |
Closure Date | Displays the date on which the PR is closed. The date format used is: mm/dd/yyyy. |
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.
Figure: ROOT CAUSE ANALYSIS tab
The following table describes the fields under the ROOT CAUSE ANALYSIS tab:
Field | Description |
|---|---|
ROOT CAUSE ANALYSIS SUBMISSION | |
Submitter | Displays the RCA Submitter name after approving the PR. |
Submission Date | Displays the date on which the RCA is submitted. This date is automatically displayed after submitting the RCA. |
ROOT CAUSE ANALYSIS | |
Type | Select the RCA type. |
Category | Type in the RCA category. |
Details | Type in the details of RCA. |
Actual (Y/N) | Select the check box for the RCA, which is the actual cause of the PR. The RCA that is marked as Actual is displayed in red color in the Fishbone diagram. |
ADD | Click ADD to save multiple RCA details. |
RCA Result | Type in the solution details of the PR |
| Click the Get from KB icon to search for Knowledge Records (KRs) for the RCA information. The selected KR details are populated in the Details field. |
| Click the View Fishbone Diagram icon to display the Fish Bone Diagram created for doing the RCA of the PR. |
Figure: FISHBONE DIAGRAM of the Root Cause Analysis (RCA) for the PR pop-up page
The Analysts, Problem Managers, and RCA Approvers can update the logs about their analysis and findings under the LOGS tab.
Figure: LOGS tab
You can add the estimated cost and actual cost details under the COST tab.
Figure: COST tab
The following table describes the fields under the COST tab:
Field | Description |
|---|---|
ESTIMATED COST | |
Cost | Type in the cost of PR. |
Description | Type in the description of PR. |
Currency | Select the currency from the list. |
| Click |
Total Estimated Cost | Displays the total estimated cost of PR. |
ACTUAL COST | |
Total Actual Cost | Displays the total actual cost of PR. |
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.
Figure: DIAGNOSTIC tab
You (Problem Approver) can add the PR review details under the PROBLEM REVIEW tab.
Figure: PROBLEM REVIEW tab
The following table describes the fields under the PROBLEM REVIEW tab:
Field | Description |
|---|---|
PROBLEM REVIEW | |
Planned Review Date | Select the planned review date for the PR. Note: |
Actual Review Date | Select the actual review date for the PR. Note: |
Problem Review | Type in the review details. |
RCA Reviewer | The RCA reviewer name is auto-filled when the PR is moved to the next Status from Root Cause Analysis Approved. |
Review Date | The review date is auto-filled when the PR is moved to the next Status from Root Cause Analysis Approved. |
Note:
You can edit the Planned Review Date, Actual Review Date, and Problem Review field while closing the PR.
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:
- Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed.
Figure: RELATIONSHIP tab - Enter the required details and click SEARCH.
Figure: Example of Relationship search filters - Select the record to be linked and click LINK.
Figure: Example of Relationship search result - The linked record is displayed under the RELATIONSHIP tab.
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