Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

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:

Fill in the record form:

FieldDescriptionNumberAutomatically filled with the unique identificator of ther KEXXXXXXX format.NameEnter the Known Error name.Service

Select a Service from the list.

Automatically filled when creating a KE from the particular problem.

Content DBKEDBContent CategoryAutomatically filled with the Known Error value.Content Item ClassAutomatically filled with the Known Error value.WorkaroundDescribe a workaround to the existing and impossible to resolving problem.State

Select one of the possible values:

  • Actual;
  • Fixed.
ProblemAutomatically 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 byAutomatically filled with the User who has created this Known Error record.Updated byAutomatically filled with the User who has updated this Known Error record.DescriptionMetainfoType here an additional information 
  • 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

    FieldDescriptionNumberProblemStateAssigned UserAssignment GroupSubjectDescription

    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 Requestmanaged 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

    Table of Contents
    classfixedPosition