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Creating Problem Records

Creating Problem Records

Owned by manikandan.subbiah (Unlicensed)
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

SummitAI Service Management Help

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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:

  1. Select Problem > User > New Problem Record.
  2. 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

  3. 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.

  • 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.

     See Screenshot


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.

RiskSelect 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.

     Add New Tag

    Perform the following steps to create a new Tag:

    1. Type in the key word and click Create Tag is displayed below:

      Figure: Create Tag

      The Tag with default attribute value is created successfully.

    2. Fill in the required details and click SUBMIT.

    3. Click the edit icon beside the Tag name.

      Figure: Edit Tag

      Note

      • You can delete the tag which you created by clicking the X icon beside the Tag name. For more information about the fields, see Field Description.
     Edit Existing Tag

    To edit the existing Tag value from the details page, perform the following steps:

    Prerequisites:

    Make sure that the tag is not linked to any module. If the Tag is linked to any modules, you can only edit the value of Expiry Date attribute.

    1. Search and select the required Tag.
    2. Click the edit icon beside the Tag name.
    3. Fill in the required details and click SUBMIT. If the tag is linked to any module, edit the Expiry Date as shown below:

      Figure: Edit Tag
      For more information about the fields, see Field Description.
     Field Description

    Field

    Description

    Tag Name

    Type in a name for the Tag.

    Color Code

    Select a color from the color box to associate it with the respective Tag. The configure color code Tag is displayed for the Service Requests.

    The default color code of the Tag is  

    Access To

    Click the required radio button to select the viewing level of the Tag.

    The available options are:

    Myself: This tag will be a private tag accessible only by the tag creator.

    Specific Workgroups: This tag will be shared across the associated workgroup(s) that the creator selects.

     Global: This tag will be shared across all users and workgroups for the selected Tenant in which the Problem record is created.

    Workgroup

    This mandatory field is displayed only when Specific Workgroups is selected for Access To attribute.

    Search and select the required Workgroups to those you want to give the access. If this Workgroup is selected for the Problem record, then this Tag will be displayed for the respective module.

    Tag Expiry Date

    Select an appropriate expiry date for the Tag. Make sure that the expiry date is greater than or equal to the current date.

    Note

    • The tag will no longer be available for use after its expiry date is elapsed.
    • However, this tag is visible only up to its expiry date in all the existing tickets wherever it is used.


    Active

    Indicates the status of the Tag value.

    • If selected, the Tag value becomes an available option on the other pages of the application.
    • If not selected, the Tag value becomes an inactive value. The inactive Tag values are not displayed in the Tag list on the other pages of the application.
    • If the Tag is inactive, then an administrator should activate the Tag for continue usage against new records.
    • If the tag is already in use and an administrator wants to deactivate the tag, then a pop-up message is displayed that tag will be delinked from the existing records.

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 WindowSelect 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. 

Select one of the following RCA methodology.

 Fishbone Analysis

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:

Field

Description

RCA Methodology
MethodologySelect Fishbone Analysis from the Methodology drop-down.

Route 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.

Route Cause Analysis

Type

Select the RCA type.

Category

Type in the RCA category.

Details

Type in the details of RCA.

Attachment

Click to upload the supporting document for the cause of the problem.

Note: Maximum file size that can be uploaded through the Attachment is 4 mb.

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

 5 Why Analysis

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:

Field

Description

RCA Methodology
MethodologySelect 5 Why Analysis from the Methodology drop-down.

Route 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.

Route Cause Analysis

5 Why - Work Area

Click to add new problem statement for the Problem Record.

Problem Statement

Specify the problem statement.

Click expand icon to open all why statements under Problem Statement.

Click delete icon  to delete existing problem statement.

Why statements

Specify all the why statements.

Click add icon to add new why statement.

Click delete icon  to delete existing why statement.

5 Why - Remediation

Cause

The Cause is auto populated with the data entered against each WHY from the 5 Why - Work Area. 

Action Owner

Assign the user to work on the remediation for the cause.

Note: It is a mandatory field.

Status

Select one of the following status:

  • New
  • In-Progress
  • Pending
  • On-Hold
  • Cancelled
  • No Solution Available
  • Resolved

Note:

  • It is a mandatory field.
  • A new field Add to Known Error is populated on the 5 Why - Remediation tab when Cause Status is set as No Solution Available.

Click icon to view and add Knowledge Record.

Remediation/Corrective Action/Preventive Action

Fill the counter measure for each cause.

  • By default, remediation text area field is displayed. 
  • Corrective Action and Preventive Action is displayed as two text areas only when Add CAPA is selected on the 5 Why - Work Area section.
Target Completion Date

Provide the target completion date.

AttachmentUpload the attachment file.
RemarksSpecify the remediation remark
 COMMUNICATION 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

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.

     See Screenshot


    Figure: COMMUNICATION tab - ATTACHMENTS


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.

 See Screenshot

 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

CurrencySelect 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

CostType in the cost of PR.
DescriptionType in the description of PR.

icon

Click  icon to add a 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:
  1. Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed. 


    Figure: RELATIONSHIP tab

  2. Enter the required details and click SEARCH.

    Figure: Example of Relationship search filters

  3. Select the record to be linked and click LINK.


    Figure: Example of Relationship search result

  4. 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

EXPORT TO PDF

You can export section-wise details of the Problem Record into PDF format and share it with required stakeholder over email.

To export Problem Record Details in PDF:

  1. Select Problem > User > Problem Record List. The Problem Record List page is displayed.
  2. On the Problem Record List page, click an Problem ID. The Problem Record Details page is displayed.
  3. Click EXPORT TO PDF icon on the ACTIONS panel. The EXPORT TO PDF pop-up page is displayed.


    Figure: Problem Record Details page

  4. On the EXPORT TO PDF pop-up page, select the required sections.

  5. Click Export.


    Figure: Exported PDF

SEND E-MAIL

Using SEND E-MAIL option on the PROBLEM RECORD DETAILS page, you can send e-mail to Workgroup members, other Analysts, Requestor, or End Users asking for information or update about the Problem Record. For more information about how to send e-mails, see: Sending E-mails

Note:

The Send Email functionality is available to the Analyst only when the Problem Record status is Initial Authorization or later.

COMMNICATION HISTORY

Click COMMUNICATION HISTORY icon to view the different types of communications, such as User Communication, Private Log, Approval Information, System Generated E-Mails, and Mails sent via Send E-Mail. 

Section 1 - Problem Record Details

This section includes the Incident Details such as:

  • Problem ID
  • Problem Record Requestor Name
  • Problem Record Logged Time 

Section 2 -Filters

This section includes the various filter options such as:

  • ALL - Select this check box to view all communications in section 4 (Content Display Area).
  • User Communication - Select this check box to view user communication mails (To and From the interaction between Analyst and End User) related to the selected Problem Record.
  • Private Log - Select this check box to view the information shared with the other team members or other Workgroup members through an e-mail.
  • Approval Information - Select the check box to view the Problem Record Approval Information such as who approved the PR, Approver Level, Remarks and time stamp.
  • System Generated E-Mails - Select this check box to view all the System Generated E-Mails such as Problem Record Created, Update, Approval, RCA Approval, Auto Escalation and so on.
  • Mails sent via Send E-Mail - Select this check box to view the E-Mails sent via the Send E-Mail option.

Section 3 - Actions

This section includes various actions such as:

  • Search Communication History textbox
    You can search for any keywords using this option. The entered keywords are searched in all the sections (User Communication, Private Log, System Generated E-Mails, Chat History, Mails sent via "Send E-Mail", and Approval Information) and display the communications which have these keywords.

  • Sort 

    (Ascending)- Click this icon to view all the line items in section 4 (Content Display Area) in Ascending order.

     (Descending)-  Click this icon to view all the line items in section 4 (Content Display Area) in Descending order.

  • Expand All/Collapse All

     (Expand All) icon - Click this icon to expand all the line items in section 4 (Content Display Area).

Section 4 -Content Display Area

  • Attachments

    To view attachments, click the Expand icon. Once the line items expanded, the Analyst can see the email Body and Attachments. Click the attachment name to view the attachment in new tab. 


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