SummitAI Service Management Help

Problem Management

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 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: The Users can upload an attachment with the same name for the second time or multiple times. The application saves both the old and new attachments.

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.

GENERAL Tab

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.
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: Hover over the icon to display the Deadline Configuration applied for the Problem Record. The users can also manually specify the RCA Deadline and Resolution Deadline when the deadline configuration is not available for a combination of Tenant, Workgroup(s), Category(s), Risk(s), Priority(s), and Problem Record Type.
	Actual: Actual time is populated in this field when RCA is submitted, RCA is approved, or RCA is reviewed based on the configuration.
	Violation: A green color text No is auto-populated when RCA Deadline is not violated. or A red color text Yes is auto-populated when RCA (RCA Submitted, RCA Approved, or RCA Reviewed, based on the configuration on DEADLINE CRITERIA page, see ) is not completed on or before configured deadline time. Click the icon to display the RCA Violation Reason drop-down field and Comment text field.
	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: Hover over the icon to display the Deadline Configuration applied for the Problem Record. The users can also manually specify the RCA Deadline and Resolution Deadline when the deadline configuration is not available for a combination of Tenant, Workgroup(s), Category(s), Risk(s), Priority(s), and Problem Record Type.
	Actual: Actual time is populated in this field when PR is resolved.
	Violation: A green color text NO is auto-populated when Resolution Deadline is not violated. A red color text YES is auto-populated when RCA (RCA Submitted, RCA Approved, or RCA Reviewed, based on the configuration on DEADLINE CRITERIA page, see ) is not completed on or before configured deadline time. Click the icon to display the Resolution Violation Reason drop-down field and Comment text field.
	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.

ROOT CAUSE ANALYSIS Tab

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
icon	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.
icon	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

LOGS Tab

The Analysts, Problem Managers, and RCA Approvers can update the logs about their analysis and findings under the LOGS tab.

Figure: LOGS tab

COST 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.
icon	Click icon to add a cost.
Total Estimated Cost	Displays the total estimated cost of PR.
ACTUAL COST
Total Actual Cost	Displays the total actual cost of PR.

DIAGNOSTIC Tab

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

PROBLEM REVIEW 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: A Problem Manager or a PR Reviewer can select a planned review date for a PR when the PR Status is changed to closed from resolved.
Actual Review Date	Select the actual review date for the PR. Note: A Problem Manager or a PR Reviewer can select the actual review date for a PR when the PR Status is changed to closed from resolved.
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.

RELATIONSHIP Tab

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

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