Problems


A problem is a malfunctioning whose cause is unknown and for which there is no immediate or obvious solution. 

  • It is usually opened after identical incidents have occurred for unknown reasons.
  • It results in a diagnosis and investigation to find a workaround solution in order to restore the service as quickly as possible and to ensure that no incident occurs again.

Each problem:

  • Can be created:
    • After major incidents display the same malfunctioning.
    • Individually to avoid potential incidents occurring.
  • Is associated with a catalog entry, through its category.
  • Is managed in a workflow that generates actions (manual actions performed by Support persons or automatic actions):
    • Each time an action is performed, the status of the problem is updated and shows the progress of the process.
    • A history enables you to store a trace of each action performed.
    • At any time, the problem processing can be suspended due to events for which the IT team is not responsible.
    • Linked incidents can follow the progress of the problem.  Open url.png  See the procedure for managing major incidents.
  • Can lead to the creation of a known error once its cause is known.
  • Can generate a correction process through a change request to process and solve all linked incidents.
  • Is closed if it does not occur again (all linked incidents have been processed and no new incident can occur). It will continue to be available in the history of problems visible to Back Office users when running a full text search.

    Open url.png  See the life cycle.

Examples

1. Several incidents involve the failure of certain laptop hard disks to start:

  • Processing of incidents to avoid blocking user activity:
    • Change the hard disk on the relevant laptops.
    • Close the processed incidents.
  • At the same time, create a problem and associate it with incidents:
    • Analyze the problem ==> after reproducing the problem, the Technical Support team concludes that the relevant hard disks are found in laptops from the Dell XXX series.
    • Create a known error indicating the workaround solution, i.e. change the hard disk for these laptops.
  • Process the known error via a change request:
    • For all laptops in the series whose incident linked to the problem is still open, the hard disk will be replaced.
    • As a preventive measure, all laptop hard disks of the series will be replaced even though they have not been affected by the problem.
  • Once the request has been processed:
    • Close the problem which will then disappear from the list of problems.
    • Close all linked incidents that are still open.
    • Close the known error which will then disappear from the known error knowledge base.

2. Several incidents involve an OS bug:

  • Create a problem and link to incidents.
  • Analyze the problem ==> after reproducing the problem, the bug is identified as deprecated and is no longer maintained by the publisher.
  • Create a known error without a workaround solution described only if it is a deprecated bug.
  • No change request is generated:
    • The problem is closed.
    • Linked incidents are closed.
    • The known error is closed and appears in the knowledge base.

Notes

  • A notification can be sent to Support persons, requestors and recipients of linked incidents to inform them that a solution to the problem has been found.
  • Once the workaround solution is applied and solves the linked incidents, the workflow of these incidents will proceed to the next step in the Action form > [ RELATED INCIDENTS ]. Note: The status of the problem is not modified. Open url.png  See the procedure for processing major incidents.

Best Practice big icon.pngBest practice

Screen description

 Problem.png

Menu access: Operation > Problems & Known Errors > Problems

ObjectNumber

Number: Automatically generated number of the object when it was created.

  • To format the number, select Administration > Parameters > Auto-Inc Fields.
Status

Status: Current status of the current object, automatically updated via the steps of the workflow.

  • To display the workflow associated with the object, click ? next to the Status field. Next, click World icon.png Display Related Information. The current step will be highlighted in red.
Manager

Manager: Name of the main contact person for the current object. In general, it is the first person to handle the object and decide on the outcome.

  • For an incident, the manager is not specified when the object is created via the Technical Support Agent and has not yet been processed. The Support person performing the first action will automatically be specified as the manager.
Priority

Priority: Automatically calculated level based on the urgency and impact of the current object, used to prioritize the processing of objects with the same target resolution date.

Category

Category: Catalog entry of the current object, used to run the relevant workflow.

Description

Description: Description of the current object entered by the Technical Support person in the quick call, or by the user via the Self Service portal.

Related Known Error: Description of the known error question associated with the problem.

HyperlinkDocument

Attachments link (followed by the number of documents): Used to attach a list of documents to the current object and access the files, e.g. error file, screenshots. 

  • Access: Also via the Attachments tab.


ActionsHistory

History of Actions table: Information on successive actions performed to process the current object. They can be actions linked to a step in the workflow (e.g. incident processing), to a task (e.g. reminder for user), to a problem that enabled the solution of the object, actions modifying the target resolution date, e.g. modification of the SLA.
         Action History table.png

  • (1) To display the complete form of an action, click Edit form icon.png to open the form or click Display popup icon.png to open a popup window.
  • (2) To display the details of an action, e.g. Send Email, Assignment, Analysis & Resolution, click [+] in the Action cell.
  • (3) To display the exact date on which the action was performed, roll your mouse over the Work Order cell.
  • The target intervention date is displayed in the time zone of the logged-in user.
  • To view the total intervention time and the delay for a completed object, open the form and select the Solution tab which shows a summary of all successive actions.

    Color key for action rows:

Color Action type Description

Action History table - Finish color.png

Completed

  • Action whose actual start and end dates are specified.

Action History table - In progress color.png

In Progress

  • Action whose actual start date is specified but whose actual end date is not specified.

Action History table - To do  color.png

To Do

  • Action whose actual start and end dates are not specified.
  • Accessible via QuickDashboard - My actions counter.png in the Quick Dashboard.

    Contents of the table: It can be customized using the options below.
         Action History table - Options.png

  • (1) Filter: Used to select the action types to be displayed. Note: The display mode is specific to each user, regardless of the workstation used, and it is retained after logout.
    • Detailed View: No filter is applied to action types and all actions are displayed.
    • Compact View: Only actions associated with an action type authorizing its display are visible. Generally, these are action types like Send Email.
  • (2) Details: Note: The display is not retained after logout. The default choice is Hide All.
    • [+] Display All: Used to display all details for all actions, e.g. Send Email, Assignment, Analysis & Resolution.
    • [-] Hide All: Used to display only the row describing the actions, e.g. date, Support person, action type, duration.

List of tabs

       Problem tabs.png

Related Incidents: List of incidents linked to the current problem for managing major incidents.

  • Update: Use the Link to an Incident wizard, the Link to a Problem wizard, or the New Problem wizard in an incident.
  • If non-closed incidents are already linked to the problem, they will automatically be displayed. You can then delete the link using Delete icon.png.
  • To process non-closed incidents at the same time as the problem, use the Link to an Incident action and click [ RELATED INCIDENTS ]. The button indicates the number of incidents. Open url.png  See the procedure for managing major incidents.
  • When you reopen a problem using the Reopen wizard, non-closed incidents will resume and their status will be Related Incident. They will follow the progress of the problem.
     

Related Services: List of service requests linked to the current problem.

Related Changes: List of change requests linked to the current problem.

Equipment: List of equipment linked to the current problem.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
  • Equipment linked to the new equipment will not be associated with the problem.
  • The Problems tab in the Equipment form is automatically updated.
Licenses

Licenses: List of licenses in the current object.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
  • When a new license is added, this does not generate a notification or action in the form of the current object.
Contracts

Contracts: List of contracts in the current object.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png

CI: List of configuration items (CI) associated with the current problem.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
  • Impacting and impacted CIs linked to the new CI will not be associated with the problem.
  • The Problems tab in the CI form is automatically updated.
Consumables

Consumables: List of consumables in the current object.

  • Update:
    • Automatically via destocking actions in the logistics step of the workflow for the current object.
    • Use Add icon.png in this tab to perform destocking actions outside the logistics step of the workflow.
  • To delete a row: Delete icon.png. The quantity is automatically reintegrated into the storage location stock.

Example documentation icon EN.png  Problem on the failure of Dell XXX laptops to start ==>  planned destocking action: delivery of a hard disk

Discussions

Discussions: List of discussions which users can access based on their domain and discussion visibility.

  • Enter the keywords you want in the Search field and press Enter
  • To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click Discussion - Delete icon.png.
Attachments

Attachments: List of documents associated with the current object.

  • Update: Depending on the object, use Add icon.png in this tab or in the Details tab > Attachments link  - Open url.png See the Description.
  • To cancel an existing link: Delete icon.png
ContextualNews

Contextual News Articles: List of news articles associated with the current object.

  • Update:
    • For a problem, click the [ PUBLISH THIS ELEMENT AS NEWS ARTICLE ] button in the wizard for creating a problem.
    • For an incident/request, you can also use the quick call.
HistoryOfChanges

History of Changes: List of all modifications made to the form of the current object. 

Solution

Solution: Set of information specified at the end of the processing for the current object.

  • Update: When an action related to the current object is completed. You can also use the Close wizard.

   List of fields:

  • Solution: Contents of the Comment fields specified in the final or closing actions for the current object.
  • Elapsed Time: Actual time spent by different Support persons working on the current object, calculated using information entered in the intervention summary of actions. Note: Unlike the time to solve, this information does not take into account the OLA/UC for each action.
  • Immediate Solution: Used to indicate if the current object was solved during the quick call (box is checked) or if it led to one or more actions (box is not checked), involving a transfer or escalation.
  • Solution Date: Date on which the processing of the current object ended and its meta-status became Completed.
  • Late: Number of minutes exceeding the maximum processing date of the current object, calculated using information entered in the intervention summary of actions.
    • Field calculated for each action: Processing time of the action - OLA/UC target
  • Time to Solve: Actual processing duration of the current object, taking into account the working hours of the Technical Support team and public holidays (OLA/UC defined for the workflow).
  • Total Costs: Total processing cost of the current object, calculated using information entered in the intervention summary of actions.
    • Field calculated for each action: Fixed costs  + (Hourly costs * Elapsed Time)
  • Root Cause: Actual cause of the current object, specified when closed. It may be different from the one specified when it was created.
  • SLA: Name of the SLA applicable to the current problem, i.e. the one associated with its category.
  • SLA Target: The target resolution date for the current problem, calculated using the start time and the SLA.
    • The date and time are displayed in the time zone of the recipient.
    • Roll your mouse over the field to see a description of the SLA.
QuestionsResponses

Questions/Responses: History of all answers to questions in questionnaires associated with the current object.

  • Update: Use the steps of the workflow associated with the current object.
RelatedProjects

Related Projects: List of projects linked to the current object.

Procedure and Wizards

How to create and process a problem

1. To create a problem in an incident:

  • Open the form of the incident you want.
  • Run the New Problem wizard. Automatically:
    • The form of the new problem will be created with the initial status of the workflow.
    • The link between the incident and the problem will be created.

2. To create a problem individually:

  • Select Operation > Problems & Known Errors > Problems and click Add icon.png.
  • Complete the form.
    • If investigation is required, click [ TRANSFER ] to transfer the problem.
    • If a workaround solution exists, click [ SOLVED ] and specify the associated known error. You can create it using the New Known Error wizard.

How to process major incidents

1. Specify the list of incidents with the same problem.

  • If the problem already exists in the history of problems:
  • If the problem does not exist, you must create it.
    • Open the form of one of the incidents and use the New Problem wizard.
      • The link between the incident and the problem will automatically be created.
      • Associate the other incidents. Open the form of the new problem and use the Link to an Incident wizard. You can also open each incident and use the Link to a Problem wizard.

        or 

    • Select Operation > Problems & Known Errors > Problems.
      • Click Add icon.png and complete the form of the new problem.
      • Associate the incidents you want using the Link to an Incident wizard.

2. Once a workaround solution to the problem is available via a known error, decide what you want to do with the open incidents:

  • Technicians can perform a manual intervention to solve the incident. In this case, they will enter the summary by clicking [ FINISH ] in the Action form of each incident.
  • An automatic intervention can also performed to solve the incidents. In this case:
    • Run the Link to an Incident action in the problem.
    • Click [ RELATED INCIDENTS ] and select the non-closed incidents you want.
    • You can send a notification to the Support person, requestor and recipient to inform them that a solution to the problem has been found and applied using [ NOTIFY...]. Otherwise, click [ UPDATE CURRENT INCIDENTS ].
    • In both cases, the selected incidents will proceed to the next step in their workflow, which is usually user approval. Their status will be the one defined for this step.

Wizards

Link to a Project
Link to a Change Request (Problem)
Link to an Incident
Link to a Service Request
Close  (only if the problem is not closed)
New Knowledge
New Change Request
New Service Request
New Known Error
Notify Support Person
Reminder for Support Person
Reopen  (only if the problem is closed)
Reopen and Requalify  (only if the problem is closed)
Place on Hold / Continue

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Last modified by Unknown User on 2017/11/20 14:26
Created by Administrator XWiki on 2016/09/29 15:56

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