Configuring Problem Management Module

Owned by Enterprise IT
Apr 22, 2024

SummitAI Service Management Help

Problem Management

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:

  1. Select Admin > Basic > Infrastructure > Tenant. The TENANT page is displayed.


    Figure: TENANT: List page

  2. 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.

  • Only Problem Manager can close the Problem Record.
  • If Analyst tries to close the Problem Record, "Problem Manager can only close the Problem Record." message appears.

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 FiltersIf 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:

  • Enable for Analyst: If selected, the Analysts can delete attachments in the COMMUNICATION tab of a Problem Record.
  • Enable for Requestor: If selected, the Requestors can delete attachments in the COMMUNICATION tab of a Problem Record.

CONFIGURATION FOR PRIVATE LOG/USER COMMUNICATION

Minimum Characters for Private LogSpecify 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 CommunicationSpecify 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:

  1. Select Private Log check-box.
  2. Select appropriate option(s) in the Workgroups column.
  3. Select the status in the Status column.
  4. Click  to add the configuration.
  5. Click SUBMIT to save the configuration.

To configure User Communication as mandatory for specific Workgroups and Status:

  1. Select User Communication check-box.
  2. Select appropriate option(s) in the Workgroups column.
  3. Select the status in the Status column.
  4. Click  to add the configuration.
  5. Click SUBMIT to save the configuration.

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

 Indicates if Private Log is configured as mandatory.

User Communication

 Indicates if User Communication is configured as mandatory.

Delete

Allows you to delete the configuration. Click  to delete the configuration.

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.