Creating Problem Records

SummitAI Service Management Help

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

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. The attachments uploaded here can be deleted by the Requestors and Analysts if the delete attachments access is provided at the Tenant level by the Administrators. For more information, refer Configuring Problem Management Module.

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

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: Tags created by me Tags created for specific workgroup Tags for Global Note To perform a search, type in a minimum of two characters. If no Tag is available for your search, you can create a new Tag.
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.

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:

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:

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

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:

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.
The attachments uploaded here can be deleted by the Requestors and Analysts if the delete attachments access is provided at the Tenant level by the Administrators. For more information, refer Configuring Problem Management Module.

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

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.
icon	Click icon to add a cost.
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.
icon	Click icon to add a cost.
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

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

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.

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