Viewing List of Problem Records

You (Analysts, Problem Managers) can view the list of Problem Records (PRs) and view or modify a particular PR.

To View or Update Problem Records:

1. Select Problem > User > Problem Record List.
2. On the PROBLEM RECORD LIST page, a list of all the PRs is displayed.
   
   • You can view the PRs in the Tabular view or Tile view.
   • You can search for the PRs using the Filter section (see: Filters).
     
     
     Figure: Problem Record List page (Tabular view)
     
     
     Figure: Problem Record List page (Tile view)
     
     
3. Select the PR number of the PR you want to view or update. The PROBLEM RECORD ID page is displayed. For information about the fields and icons on the PROBLEM RECORD ID page, see Creating Problem Records.
   
   
   Figure: PROBLEM RECORD ID page
   
   
4. Click the Caller name link to display the CALLER DETAILS pop-up page. On the CALLER DETAILS pop-up page, you can view general details and additional information about the Caller.
   
   
   Figure: CALLER DETAILS pop-up page

View

What is a view?

A View consists of a set of pre-defined filter conditions. By selecting a View, the analyst can view the records that meet the filter conditions or criteria defined in that View. An Analyst can create or delete Views from both the Tabular view or the Tile view.

Create a New View:

To create a new View, the user needs to define Filter conditions.

Adding Filter Conditions:

A filter condition consists of the following parts:

• Field: Each field is a column in the table.
• Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed.

• Value: Each field has its own set of valid values determined by the Field type and Operator.

What is a Filter Operator?

In literal terms, an operator specifies how parameters relate to one another. The following table describes the list of operators with a short description.

Scenario:

Create a view to get a list of the Canceled PRs of the Information Technology Tenant. In this case, add conditions as shown below.

1. Click Apply to view records that meet the above filter conditions.
   
2. Click Save As New. The SAVE VIEW pop-up is displayed. 
   
   
   
   
3. Type in the details for the other required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the SAVE VIEW pop-up page, see Field Description.
4. Click Submit. A new View is created.

Field Description

The following table describes the fields on the SAVE VIEW pop-up page:

Apply a View

Search and select the View from the drop-down list.

Set as Default:

To Set Specific View as Default:

1. Search and select a View from the drop-down list.

2. Click Set As Default link to make it default view.
   
   
   
   

   Note:

   The selected view is set as default.
   
   
   

   
   

Edit View

To Edit Specific View:

1. Search and select a View from the drop-down list.
   
   
   
   
2. Click (Edit) icon. The EDIT VIEW pop-up page is displayed.
   
   
   
   
3. Type in the details for the required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the EDIT VIEW pop-up page, see Field Description.

4. Click Submit.
   
   

   Note:

   • The filter conditions of the selected view are reflected in the form of breadcrumbs/pill (refer below screenshot). Upon clicking a specific field, the Analyst can view the values selected for that field.
     
     
     
     
   • Click  (delete) icon to remove a specific filter condition. The list page reloads and shows records based on remaining filter conditions.
   • Click  (delete) icon to remove a specific filter value. The list page reloads and shows records based on remaining filter values.
   • Click  (Reset) to reset the conditions to the initially configured condition for the selected view.
   • Click Clear to reload the list page with the view, which was set as the default view.

Delete View

To Delete Specific View:

1. Search and select a View from the drop-down list.
   
   
   
   
2. Click (Delete) icon. The DELETE VIEW pop-up page is displayed.
   
   
   
   
3. Click Delete to delete the view.

Filter

Under the filter section, specify filter conditions or criteria to view a particular set of Problem Records.

Adding Filter Conditions:

A condition consists of the following parts:

• Field: Each field is a column in the table.
• Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed or loaded in the Operator field.

• Value: Each field has its own set of valid values determined by the field type and operator.
  
  

  Note:

  In the Field drop-down the analyst can view the following field groups.

  • User Attributes
  • Standard Attributes
  • Date
  • Additional Attributes
  • Custom Fields

  Under the Custom Fields section, the Analyst can view the Custom Attributes or Fields added for the Problem Management module. For Custom Fields, the Operators are displayed based on Custom Field selection.

  
  

Configure Columns

Click CONFIGURE COLUMNS to customize the columns on the page. 

To personalize columns:

1. Click the Configure Columns icon (). The CONFIGURE COLUMNS pop-up page displayed.
   
   
   Figure: CONFIGURE COLUMNS pop-up page
   
   

2. Select Display Type (Tile View or Tabular View).

3. Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns. 

4. Drag Up or Down to specify the sequence in which the columns should be displayed on the page.

5. Click SUBMIT. The list reloads to show the changes.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the Problem Record List page.

ADD NEW

Click ADD NEW to create a new Problem Record. For more information about creating Problem Records, see Creating Problem Records.

EXPORT TO EXCEL

Click the EXPORT TO EXCEL icon on the ACTIONS panel to export Problem Records on a particular page to a Microsoft Excel Sheet.

EXPORT ALL

Click the EXPORT ALL icon on the ACTIONS panel to export all the Problem Records to a Microsoft Excel Sheet.