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

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:

Select a Service from the list.

Automatically filled when creating a KE from the particular problem.

Select one of the possible values:

• Actual;
• Fixed.

Assign related Incidents to a new Known Error.

Automatically filled wih the Incident records when creating a KE from the particular Problem.

Add an existing Known Error

Create a new Incident 

Assign an existing Incident. 

Add a new Time Card

Add a related Problem

Create a Problem Task

Related Information Tabs

Notes:

• Additional Comments - ;
• Work Notes - .

Schedule:

Closure Information:

• Closure Notes - . 

Create

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