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, COMMUNICATION, 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 hh:mm:ss AM/PM. | ||||||||
Description | Type in a brief description about the PR. | ||||||||
Symptom | Type in the symptom details about the PR. | ||||||||
Attachment | Click Upload button to choose an appropriate file to attach as a reference material for the PR. Note:
Multiple Files Attachment You can select and attach multiple files at once. Select one file, press and hold the Ctrl key to select the other attachments. Avoid monotonous iterations to attach multiple files and attach them at one shot. Consider the total size limit for multiple attachments is 4MB. You need to attach the files Image1, Image2 and Image3 at the same time. As shown in the following sample screenshot, you can attach 3 files (Image1 - 1015 KB, Image2 - 1015 KB and Image3 - 1703 KB) at the same time.
Figure: Multiple Attachments However, the total file size of all the attachments per upload should not exceed the configured limit in webconfig file. This file size limit is customizable. System will not upload and attach any files further if the total file size exceeds the defined maximum size. Consider the maximum size for Attachment field is defined as 4MB. You have to attach the following set of files with the below mentioned file sizes. Image1 - 519 KB Image2 - 1561 KB Image3 - 1703 KB As the total file size for the above-mentioned 3 attachments is 3783 KB which is less than 4 MB, all of the above files will get uploaded and attached successfully. Now, you have to attach the following set of files with the below mentioned file sizes. Image1 - 519 KB Image2 - 1561 KB Image3 - 2184 KB As the total file size for the above-mentioned 3 attachments is 4264 KB which is more than 4 MB, all of the above files will not be uploaded and attached successfully. The system displays the following message.
You can attach multiple set of attachments with defined maximum size multiple times. If the attachment limit is 4MB, you can upload a set of files with total file size of 4MB or a single file of size 4MB, multiple times in the Attachment field. As shown in the below screenshot, attach the following set of files with the below mentioned file sizes.
As the total file size for the above-mentioned 4 attachments is 4MB, all of the above files will get uploaded and attached successfully. Now, again attach another file named Document 1 with file size of 4MB.
As the total file size for the single file is 4MB, it will also get uploaded and attached successfully. Now the total uploaded file size is 8MB which is possible. Files with same name can be attached multiple times. A sample screenshot is shown below:
As shown in the above screenshot, Image1 is attached twice at the same time. Table Format You can view the multiple attachments details in a tabular format. A sample screenshot is shown below:
Figure: Multiple Attachments Table The following file details are mentioned in a tabular format for multiple files attachments.
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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, Risk, assigned Workgroup, assigned Analyst, workaround details, Service Window 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. |
| Risk | Select the Risk value from drop-down list for the Problem Record. |
| Tag | Tags are the labels that you can create and/or link with the records. This enables the Analyst to categorize the records based on the tags which in turn allows him to manage all the transactional activities in quick and organized manner. Search and Select the Tag to which you want to associate the Incident. The Tags are displayed under the following categories:
Note
|
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. |
| Service Window | Select the service window from the drop-down list. |
| SLA DEADLINE | |
| RCA Deadline | Configured RCA Deadline is auto-populated. Note:
|
| Actual: Actual time is populated in this field when RCA is submitted, RCA is approved, or RCA is reviewed based on the configuration. | |
Violation:
| |
| RCA Violation Reason: Select the RCA Violation Reason from the drop-down list. | |
| Comment: If Comment field is mandatory, type in the comments on RCA violation. | |
| Resolution Deadline | Configured Resolution Deadline is auto-populated. Note:
|
| Actual: Actual time is populated in this field when PR is resolved. | |
Violation:
| |
| Resolution Violation Reason: Select the appropriate Resolution violation reason from the drop-down list. | |
| Comment: If Comment field is mandatory, type in the comments on Resolution violation. | |
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 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. |
| Attachment | Specify any reference file path to add as an additional reference material. You can also click Browse icon to choose an appropriate file to attach as a reference material for a PR. Multiple Files Attachment You can select and attach multiple files at once. Select one file, press and hold the Ctrl key to select the other attachments. Avoid monotonous iterations to attach multiple files and attach them at one shot. For more information, see Field Description (Attachment field) on New Problem Record page. Note To view the details of multiple attachments in tabular format, click
Figure: Tabular Format Note Multiple attachment functionality is available for the custom attributes with Attachment Limit configured as Multiple in Form Builder. For more information see, Configuring Custom Fields for Customers. |
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.
Select one of the following RCA methodology.
You can perform RCA on problem record using the Fishbone Analysis. You can add the various causes of the PR by clicking ADD. After analysis, the actual cause of the PR is marked as Actual. For more information, see Field Description.
Figure: ROOT CAUSE ANALYSIS tab - Fishbone Analysis method
Field Description
The following table describes the fields under the ROOT CAUSE ANALYSIS tab:
Field | Description |
|---|---|
| RCA Methodology | |
| Methodology | Select Fishbone Analysis from the Methodology drop-down. |
Route 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. |
Route Cause Analysis | |
Type | Select the RCA type. |
Category | Type in the RCA category. |
Details | Type in the details of RCA. |
| Attachment | Click to upload the supporting document for the cause of the problem. Note: Maximum file size that can be uploaded through the Attachment is 4 MB. Multiple Files Attachment You can select and attach multiple files at once. Select one file, press and hold the Ctrl key to select the other attachments. Avoid monotonous iterations to attach multiple files and attach them at one shot. For more information, see Field Description (Attachment field) on New Problem Record page. Note You can view the attachment details such as Attachment, Created By and Created Date in the tabular format along with other details. A sample screenshot is shown below:
Figure: Tabular Format |
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
You can perform RCA on problem record using the 5 Why Analysis. You can add the various Problem statement of the PR by clicking Add Problem Statement. After analysis, the action owner can specify the cause of the PR. For more information, see Field Description.
Figure: ROOT CAUSE ANALYSIS tab 
Figure: 5 Why - Remediation tab
Field Description
The following table describes the fields under the ROOT CAUSE ANALYSIS tab:
Field | Description |
|---|---|
| RCA Methodology | |
| Methodology | Select 5 Why Analysis from the Methodology drop-down. |
Route 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. |
Route Cause Analysis | |
| 5 Why - Work Area | |
| Click to add new problem statement for the Problem Record. |
Problem Statement | Specify the problem statement. Click expand icon Click delete icon |
Why statements | Specify all the why statements. Click add icon Click delete icon |
5 Why - Remediation | |
| |
| Cause | The Cause is auto populated with the data entered against each WHY from the 5 Why - Work Area. |
| Action Owner | Assign the user to work on the remediation for the cause. Note: It is a mandatory field. |
| Status | Select one of the following status:
Note:
Click |
| Remediation/Corrective Action/Preventive Action | Fill the counter measure for each cause.
|
| Target Completion Date | Provide the target completion date. |
| Attachment | Upload the attachment file. |
| Remarks | Specify the remediation remark |
You can update the User Communication and Private log for the problem record under the COMMUNICATION tab.
Note
You can configure Minimum Characters for Private Log and User Communication at the Tenant level configuration. Also, you can configure User Communication and Private Log as a mandatory field for specific Workgroups and Status combinations. If the defined configuration is met then the User Communication and Private Log becomes mandatory fields to fill. For more information, refer Configuring Problem Management Module.
Figure: COMMUNICATION tab
The following table describes the fields under the COMMUNICATION tab:
Field | Description |
|---|---|
User Communication | Type in the PR information that you want to share with the Requestor. Only the workgroup Analysts can update the User Communication. Also, the Analysts can use the preconfigured templates to update the User Communication |
Private Log | Type in the PR information that you want to share with other members of your Workgroup. Apart from workgroup Analysts, the Private Log can be updated by Authorizers, Approvers, and Reviewers. |
ATTACHMENTS | Under the ATTACHMENTS section, you can add relevant documents. Click the Upload icon, choose the file you want to attach and click Open. Click Submit. File Size Limit: 4 MB Note:
|
Note:
From Tahoe Release the LOGS tab is replaced with the COMMUNICATION tab. For older records, the data updated in the LOGS tab will be displayed under the Private Log section of the COMMUNICATION tab as shown below.
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 |
|---|---|
| Currency | Select the currency from the list. |
ESTIMATED COST | |
Cost | Type in the cost of PR. |
Description | Type in the description of PR. |
| Click |
Total Estimated Cost | Displays the total estimated cost of PR. |
ACTUAL COST | |
| Cost | Type in the cost of PR. |
| Description | Type in the description of PR. |
| Click |
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
The following table describes the fields under the Diagnostic tab.
| Field | Description |
|---|---|
| Activity | Specify the diagnostic activity performed. |
| Result | Specify the result based on the diagnostic activity. |
| Attachment | Specify any reference file path to add as an additional reference material. You can also click Browse icon to choose an appropriate file to attach as a reference material for a PR. Multiple Files Attachment You can select and attach multiple files at once. Select one file, press and hold the Ctrl key to select the other attachments. Avoid monotonous iterations to attach multiple files and attach them at one shot. For more information, see Field Description (Attachment field) on New Problem Record page. Note You can view the names of all attached multiple files at under Attachment field. A sample screenshot is shown below:
Figure: Tabular Format |
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
Change History captures the details of the added or deleted files as well, if any for multiple attached files. Click more hyperlink to view the complete information. A sample screenshot is shown below:
Figure: Change History
EXPORT TO PDF
You can export section-wise details of the Problem Record into PDF format and share it with required stakeholder over email.
To export Problem Record Details in PDF:
- Select Problem > User > Problem Record List. The Problem Record List page is displayed.
- On the Problem Record List page, click an Problem ID. The Problem Record Details page is displayed.
- Click EXPORT TO PDF icon on the ACTIONS panel. The EXPORT TO PDF pop-up page is displayed.
Figure: Problem Record Details page - On the EXPORT TO PDF pop-up page, select the required sections.
Click Export.
Figure: Exported PDF
Export PDF captures the details of the added or deleted files as well, if any for multiple attached files. Click more hyperlink to view the complete information. A sample screenshot is shown below:
Figure: Exported PDF
SEND E-MAIL
Using SEND E-MAIL option on the PROBLEM RECORD DETAILS page, you can send e-mail to Workgroup members, other Analysts, Requestor, or End Users asking for information or update about the Problem Record. For more information about how to send e-mails, see: Sending E-mails
Note:
The Send Email functionality is available to the Analyst only when the Problem Record status is Initial Authorization or later.
COMMNICATION HISTORY
Click COMMUNICATION HISTORY icon to view the different types of communications, such as User Communication, Private Log, Approval Information, System Generated E-Mails, and Mails sent via Send E-Mail.
Section 1 - Problem Record Details
This section includes the Incident Details such as:
- Problem ID
- Problem Record Requestor Name
- Problem Record Logged Time
Section 2 -Filters
This section includes the various filter options such as:
- ALL - Select this check box to view all communications in section 4 (Content Display Area).
- User Communication - Select this check box to view user communication mails (To and From the interaction between Analyst and End User) related to the selected Problem Record.
- Private Log - Select this check box to view the information shared with the other team members or other Workgroup members through an e-mail.
- Approval Information - Select the check box to view the Problem Record Approval Information such as who approved the PR, Approver Level, Remarks and time stamp.
- System Generated E-Mails - Select this check box to view all the System Generated E-Mails such as Problem Record Created, Update, Approval, RCA Approval, Auto Escalation and so on.
- Mails sent via Send E-Mail - Select this check box to view the E-Mails sent via the Send E-Mail option.
Section 3 - Actions
This section includes various actions such as:
- Search Communication History textbox
You can search for any keywords using this option. The entered keywords are searched in all the sections (User Communication, Private Log, System Generated E-Mails, Chat History, Mails sent via "Send E-Mail", and Approval Information) and display the communications which have these keywords. - Sort
(Ascending)- Click this icon to view all the line items in section 4 (Content Display Area) in Ascending order.
(Descending)- Click this icon to view all the line items in section 4 (Content Display Area) in Descending order. Expand All/Collapse All
(Expand All) icon - Click this icon to expand all the line items in section 4 (Content Display Area).
Section 4 -Content Display Area
- Attachments
To view attachments, click the Expand icon. Once the line items expanded, the Analyst can see the email Body and Attachments. Click the attachment name to view the attachment in new tab.