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:
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
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
Field
Description
Number
Problem
State
Assigned User
Assignment Group
Subject
Description
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:
