Viewing List of Problem Records

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Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment
3 min read

SummitAI Service Management Help

Problem Management

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 Tile view or Tabular view.
    • You can search for the PRs using the Filters icon on the ACTIONS panel (see: Filters).

      PROBLEM RECORD LIST page (Tile view)
      Figure: PROBLEM RECORD LIST page (Tile view)

      PROBLEM RECORD LIST page (Tabular view)
      Figure: PROBLEM RECORD LIST page (Tabular 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.

    PROBLEM RECORD ID page
    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

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the PROBLEM RECORD LIST page.

Filters

Click FILTERS to specify a particular filter criteria to display the PRs assigned to your Workgroup. On clicking the Filters icon, the FILTERS pop up page is displayed.

FILTERS pop-up page
Figure: FILTERS pop-up page

The following table describes the fields on the FILTERS page:

Field

Description

Tenant

Search and select the Tenant from the list.

Workgroup

Select the Workgroup from the list. 

Status

Select the status of the PRs from the list. For more information about PR Statuses, see Problem Record Status.

Analyst

Select the Analysts assigned to the PRs. 

Problem ID

Select the Problem ID from the list.

Log Time

Specify the PR log time date range in the From and To fields.

RiskSelect the Risk level of the Problem Record.
Pending ReasonSelect the Pending Reason of the Problem Record.
RCA Deadline ViolatedSelect the RCA Deadline Violated value.
Resolution Deadline ViolatedSelect the Resolution Deadline Violated value.
RCA Violation Reason

Select the RCA Violation Reason of the Problem Record.

Note: Select the RCA Violation Reason only when the RCA Deadline Violated value is Yes.

Resolution Violation Reason

Select the Resolution Violation Reason of the Problem Record.

Note: Select the Resolution Violation Reason only when the Resolution Deadline Violated value is Yes.

Service WindowSelect the Service Window of the Problem Record.

View All Problem Records

Select the check box to view PRs from other Workgroups for which you do not have the Analyst access. This check box is available if configured by the Administrator (see: Configuring Problem Management Module).

ADD NEW

Click ADD NEW to create a new Problem Record.

CONFIGURE COLUMNS

Click CONFIGURE COLUMNS to customize the columns on the page. For more information, see Personalizing Pages of SummitAI Platform.

CONFIGURE COLUMNS pop-up page

EXPORT TO EXCEL

Click EXPORT TO EXCEL to export the report to Microsoft Excel Sheet.

EXPORT ALL

Click EXPORT ALL to export all the records to Microsoft Excel Sheet.