Investigate a problem

investigation and analysis of a problem

Create a child Incident 

An unresolved problem can cause different system malfunctions that users register as incidents.

To create new caused incidents directly from the problem form, follow the steps below:

  1. Open the problem record, and scroll down to the Related Lists area;
  2. Enter the Incident tab then click the New button;
  3. Fill in the Incident form and click Save or Save and Exit button.

The filter condition of the Related Lists tab defines the current problem as an incident parent. 

Assign a registered Incident. 

You can also assign a problem as parent to registered Incidents with the steps below:

  1. Open the Incident record form and enter the Related Records tab on the Related Information area;
  2. Next to the Related Problems field, click the lock button first to activate the adding records option;
  3. Click the magnifier button to open the Problems list, and select desired problems from the list;
  4. On the Incident form, click the Save or Save and Exit button.

Add a new Time Card

When logging the problem, it is important to assess the time spent by users on resolving it.

To register the time you spent on a particular problem, create new Time Card with the steps below:

  1. Open the problem record, and scroll down to the Related Lists area;
  2. Enter the Time Card tab, then click the New button;
  3. Fill in the Time Card form and click Save or Save and Exit button.

Users can add Time Cards on their own right from the problem form.

Time Card form description

FieldDescription
NumberAutomatically filled with the unique identificator of the TMCXXXXXXX format.
EmployeeAutomatically filled with the user's name.
CompanyAutomatically filled with the users' company name.
Time Spent Category

Specifies the time category that user spent on resolving the problem.

It is necessary when analysing working time and schedules. (?)

Related TaskAutomatically filled with the issue from where the Time Card has been created.
CommentAdd an additional information if it is needed.
Date

Determine the date when a user worked on the problem.

Automatically filled with the current date.

Time Spent, hoursSpecify the duration of user's time spent.
To InvoiceTurn this checkbox active to mark the need for billing.

Add a related Problem

When investigating the issue, in case of detection relations or dependencies with other problems register these relationships with the following features:

  1. Open the Problem record form and enter the Related Records tab on the Related Information area;
  2. Next to the Related Problems field, click the lock button first to activate the option field;
  3. Click a magnifier icon, and choose a necessary option in the new window appeared;
  4. On the problem form, click the Save button to apply the changes.

Logging and notifications

Logging Problem activities

The system records every change on the Problem record with the Activities available on the Notes tab of the related information area. These activities collect all information about record changes, such as date, time, changed field and its previous value, and a user's name who apllied these changes.

activities.png

Make Notes and Comment

A good practice is to record an additional information when working on the problem. Users can make notes and comments with

  1. Open the Problem record form and enter the Notes tab on the Related Information area;
  2. Fill in the Additional Comments or Work Notes fields;
  3. Click the Save or Save and Exit button on the problem form to apply the changes.

All saved notes and comments are available as Activities on the Notes tab and have colored marks:

  • Yellow - for Work Notes;
  • Black - for Additional Comments.

Produce a workaround with creating a known error

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. 

To create a Known Error follow the steps below:

  1. Click the Create Known Error button on the problem form;

  2. Fill in the Known Error form;

  3. Click Save or Save and Exit button.

On the problem form, a created Known Error is available (records) in the Known Error field on the Related Records tab.

A created Known Error automatically specifies the Known Error field with its number on the Related Records tab of the problem form. (?)

Known Error form description

Field

Description
NumberAutomatically filled with the unique identificator of the 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 DB

Defines a content type of the Knowledge Database.

Automatically filled with the KEDB value.

Content 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

Specify the Known Error current state selecting one of the possible values:

  • Actual -in case users should apply the current workaround;
  • Fixed - if no use in applying the workaround due to resolving the problem.
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.
Description
Metainfo

Type here an additional information 

Add an existing Known Error

investigation and analysis of a problem

  1. Open the Problem record form and enter the Related Records tab on the Related Information area;
  2. Next to the Known Error field, click the magnifier icon;
  3. In the new window appeared choose a desired record;
  4. On the problem form, click Save or Save and Exit button to apply the changes.