You can configure values for the various components of the Problem Management module for a Tenant. Based on the configuration, the values or fields are displayed for an Problem Record raised for the Tenant.
To Configure Problem Management Module:
- Select Admin > Basic > Infrastructure > Tenant. The TENANT page is displayed.
Figure: TENANT: List page On the TENANT page under the LIST section, select the Tenant Name for which you want to configure the Problem Management module.
Note:
On the above TENANT page, Department Code, Display Name, and Description about the selected Tenant are displayed. If the Active check box is selected, it indicates that the selected Tenant is an active Tenant. The various module configured, not configured, and disabled for the Tenant is displayed on the page by the different color check marks:
- Orange indicates not configured module
- Green indicates configured module
- Grey indicates disabled module
3. Click CONFIGURE DETAILS on the ACTIONS panel and select PROBLEM MANAGEMENT under MODULES section. The configuration of Problem Management module is displayed. For more information about the fields on the configuration page section, see Field Description.
4. Make the appropriate selections, and then click SUBMIT. The Problem Management module is configured.
Figure: TENANT page - Configure Problem Management module
Field Description
The following table describes the fields on the TENANT page:
Field | Description |
|---|---|
THEME SETTINGS | |
Theme | Select the theme that you want to apply for the Tenant. Only the themes configured on the THEME CONFIGURATION page are displayed in the Theme drop-down list. |
Allow Users to Select Theme | If selected, the users can select the Theme on the MY PROFILE pop-up page that they want to apply for the Tenant. For more information about selecting a Theme on the MY PROFILE pop-up page, see Viewing/Updating Your Profile Details. |
DETAILS | |
Allow Problem Manager to Authorize Problem Record | If Allow Problem Manager to Authorize Problem Record check box is selected, Administrator can configure the Problem Manager as the Problem Record Authorizer for the selected Tenant. The default Authorizer for a Problem Record is the Workgroup Owner. |
Disable Category Selection | If Disable Category Selection check box is selected, the Analysts cannot change Category on the PROBLEM RECORD ID page after the authorization of Problem Record. |
Disable Classification Selection | If Disable Classification Selection check box is selected, the Analysts cannot change Classification on the PROBLEM RECORD ID page after authorization of the Problem Record. |
Disable Impact Selection | If Disable Impact Selection check box is selected, the Analyst cannot change the Impact on the PROBLEM RECORD ID page after authorization of the Problem Record. |
Disable Urgency Selection | If Disable Urgency Selection checkbox is selected, the Analyst cannot change the Urgency on the PROBLEM RECORD ID page after authorization of the Problem Record. |
Disable Priority Selection | If Disable Priority Selection checkbox is selected, the Analyst cannot change the Priority on the PROBLEM RECORD ID page after authorization of the Problem Record and the Priority Matrix becomes disabled. |
Restrict Analyst from Closing Problem Record | If Restrict Analyst from Closing Problem Record check box is selected, the Analysts cannot close the Problem Record.
|
Enable Resolution Code | If Enable Resolution Code is selected, the Resolution Code drop-down becomes active while resolving a Problem Record. |
Enable Pre-Authorization | If Enable Pre-Authorization check box is selected, the Pre-Authorization approval level becomes enabled for the Problem Record. Pre-Authorization approval step takes place before Initial Authorization of the PR. |
| Display "View All Problem Records" Check Box on Filters | If selected, "View All Problem Records" Checkbox is displayed on the FILTERS pop-up page of the PROBLEM RECORD LIST page. |
| Delete Attachments | Allows you to configure the following options:
|
CONFIGURATION FOR PRIVATE LOG/USER COMMUNICATION | |
| Minimum Characters for Private Log | Specify the minimum number of characters that should be provided for the Private Log field. By default, the minimum length is 10 characters. |
| Minimum Characters for User Communication | Specify the minimum number of characters that should be provided for the User Communication field. By default, the minimum length is 10 characters. |
| MANDATORY CONFIGURATION FOR PRIVATE LOG/USER COMMUNICATION | |
Private Log and/or User Communication | Allows you to configure Private Log and/or User Communication as mandatory for specific Workgroups and Status. To configure Private Log as mandatory for specific Workgroups and Status:
To configure User Communication as mandatory for specific Workgroups and Status:
|
Workgroup | Displays the Workgroups for which Private Log and/or User Communication is configured as mandatory. |
Status | Displays the status for which Private Log and/or User Communication is configured as mandatory. |
Private Log |
|
User Communication |
|
Delete | Allows you to delete the configuration. Click |
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the TENANT page.
SHOW LIST
Click SHOW LIST to display the LIST table showing all the configured Tenants.
Figure: TENANT page: List of Tenants
- To update a Tenant details, click the configured Tenant Name. Make appropriate changes and click SUBMIT.
- To display the inactive Tenants, click the Include Inactive check box.
Note
When the list Tenants is displayed under the LIST table, the ADD NEW and TENANT LABEL DISPLAY actions are displayed on the ACTIONS panel. Click ADD NEW to configure a new Tenant. Using the TENANT LABEL DISPLAY action, you can configure a name for Tenant label.
SHOW TENANT
Click SHOW TENANT to display the details of the selected Tenant. The TENANT page is displayed.