In order to resolve the root causes of the incidents and to
minimize its impact of incidents and problems can be resolved by Problem
management.
Mass Action on
Problems:
It is possible to select either of the problem or more than
one problem with the help of checklist and to perform the desired action on
them. It can be deleted from the mass action.
Move to:
Problems can be moved from one department to another
belonging to the same domain through mass action.
Impact:
It is possible to select one problem or more than one
problem and change the impact of the problem.
Priority:
It is possible to select one problem or more than one
problem and change the priority of the problem.
Status:
It is possible to select one problem or more than one
problem and change the status of the problem.
Link:
It is possible to select one problem or more than one
problem and to establish a link between them.
Search problems:
Problems can be searched by entering the problem hash or the
subject of the problem by Search option that is present at the top.
Problem filters:
All the problems get sorted by Open, Closed and Assigned
statuses along with their count.
Filter list:
Filter List is used
to provide more efficient and effective searches. When you enter filter terms
in search box and when filter is applied then the particular list appears
according to the filter that is applied.
Apply filter:
When all the details regarding the filter are filled then
filter can be applied for the particular list of problems. Depending upon the
terms that are filled for the filter to be applied the list appears for the
filters.
Create Problem:
New >> Problem
Select the department from the drop down for which the
particular problem is to be created.
From:
The email of the staff that is opening a new problem will be
specified here.
Subject:
The subject of the problem is to be specified here.
Description:
A short description of the problem is to be specified here.
Status:
The status for the particular problem is to be selected from
the drop down.
Priority:
The priority for the particular problem is to be selected
from the drop down.
Impact:
The impact for the particular problem is to be selected from
the drop down.
Due by:
The date by which the problem is due is to be specified
here.
Assigned to:
The staff agent to which the particular problem is to be
assigned is to be selected. By default the problem is assigned to Nobody.
Attach CI:
CI can be attached to a problem using this option.
Attach file:
Attachment can be done for the problem using this option.
Actions on Problems: Properties: The subject and email for the problem can be changed from here.
Add note: A note can be added for the particular problem from here for a better understanding for the agents.
Update Problem:
It is possible to edit or update a particular problem
by selecting it from the listing.
Problem details:
All the details of the problem will be listed here.
It is also possible to link Ticket, CI, Changes and Tasks with
the given problem which is present at the bottom of the problem details.
Audit log:
All the activities carried out on the problem will be listed
here.
Notes: The notes for the problems will be listed here.
Description:
The short description for the problem can be entered here.
Root cause/ Impact/ Symptoms:
The root cause, impact and the symptoms can be linked with
the problem from this option.
Permanent Solution:
One is either able to link a permanent solution to a problem
or to add a new solution for it.
Workaround solution:
One is either able to link a workaround solution to a
problem or to add a new solution for it.
These solutions can updated by the
Edit and
Delete option.
