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:
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:
- Standart change - ;
- Normal change;
- Emergency change.