Page History

Identificate a problem

detect and record a problem:

• as a cause of an incident or a few incidents;
• form other sources manually.

Create a Problem

categorize a problem and define its priority and specify all the related information and records

Copy CIs to Originators

Problem Controlling

investigation and analysis of a problem

Create Known Error

In case you cannot resolve a problem, create a Known Error record in the KEDB (Known Error Database) and define with it a workaround suited for problem .

Push the Create Known Error button on the problem form, and follow the steps below:

1. Fill in the record form:

   Field	Description
   Number	Automatically filled with the unique identificator of ther KEXXXXXXX format.
   Name	Enter the Known Error name.
   Service	Select a Service from the list. Automatically filled when creating a KE from the particular problem.
   Content DB	KEDB
   Content Category	Automatically filled with the Known Error value.
   Content Item Class	Automatically filled with the Known Error value.
   Workaround	Describe a workaround to the existing and impossible to resolving problem.
   State	Select one of the possible values: Actual; Fixed.
   Problem	Automatically filled with the problem number and subject when creating a KE from the particular Problem.
   Incidents	Assign related Incidents to a new Known Error. Automatically filled wih the Incident records when creating a KE from the particular Problem.
   Created by	Automatically filled with the User who has created this Known Error record.
   Updated by	Automatically filled with the User who has updated this Known Error record.
   Description
   Metainfo	Type here an additional information

   
   

2. Push the Save or Save and Exit button.

Add an existing Known Error

Create a new Incident 

Assign an existing Incident. 

Add a new Time Card

Add a related Problem

Resolve a problem

Create a Problem Task

Related Information Tabs

Notes:

• Additional Comments - ;
• Work Notes - .

Schedule:

• Planned Start Date - ;
• Planned End Date - ;
• Actual Start Date - ;
• Actual End Date - .

Closure Information:

• Closure Notes - . 

Create a Change Request     

If resolving a problem requires to make a change in your system, create a Change Request managed with the the Change Control Practice.

Enter the Problem hamburger menu → Create Change and select one of the following options:

• Standart change - ;
• Normal change;
• Emergency change.

Solved by Changes

Caused by Changes

Complete Originators