SummitAI Service Management Help

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The status of a Problem Record indicates the stage at which the Problem is in its life cycle (see: Problem Management). Analysts or Problem Managers can modify the status of a Problem Status. The following diagram shows the various stages of a Problem Record.

Figure: Problem Status

The following section explains the status of a Problem Record:

New: The status New is assigned by the application after a Problem Record is logged.
Pre Authorization: After a Problem Record is logged, Approver (Problem Manager) can Pre Authorize, Reject or Refer Back the PR. Once authorized, the status of the PR changes to Pre Authorization.

Initial Authorization:
- If the Problem Manager is configured as Authorizer, the Problem Manager can Authorize, Reject, or Refer Back the PR. After authorization, the status of the PR changes to Initial Authorization.
- If the Problem Manager is not configured as Authorizer, the Workgroup Owner can Authorize, Reject, or Refer Back the PR. After authorization, the status of the PR changes to Initial Authorization.
Pending: The status of the PR can moved to Pending, if the Analyst cannot continue working on the Problem Record. This can occur when PR is dependent on any other activity to complete first or the data is required from the vendor.
In-Progress: The analyst can view the update the Problem Record Status as In-Progress status after Initial Authorization of Problem Record is completed.

Note:

Pending and In-Progress status will not be available in the Status drop-down when the status of the problem record is updated to Root Cause Analysis Submitted.

RCA Submitted: Once a PR is authorized, the assigned analyst enters the RCA and submits it. The status of the PR changes to RCA Submitted.
RCA Approved: The RCA Approver or Problem Manager can Approve, Reject or Refer Back the RCA. Once Approved, the status of the PR changes to RCA Approved.
Reviewed: Once the RCA is Approved, the RCA Reviewer can Approve, Reject or Refer Back the RCA. Once Approved, the status of the PR changes to Reviewed. After the PR status is changed to Reviewed, the caller can change the status to In Progress, Testing or Resolved.
Note:

If the RCA Approver and RCA Reviewer is the same, then the Reviewed status will be skipped and PR can be closed.
Resolved: The Analyst can resolve the PR after entering the Solution and the resolution time for the Problem.
Closed: Once the Problem is resolved, the PR can be Closed providing the closure remarks and the closure code.
Canceled: The status of a Problem can be changed to Canceled if the Analyst does not want any further investigation on the Problem. (For reasons, such as the issue is resolved or duplicate issues). If the RCA Approver rejects a PR, the PR will be canceled and no further action will be taken on the PR.

Note:

Respective Approvers can Refer Back the Problem Record to the previous level.

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