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.