Problem Catalog
Definition
The problem catalog lists all the types of problems handled by the IT Department.
EndDefinition
It is built using a tree structure of categories where only selectable categories can be used to qualify problems when created. Each problem will automatically inherit the attributes of the associated category.
Each catalog entry is used to identify:
- Contractual deadlines for restoring service for the type of problem, through an SLA.
- The process for the return to normal functioning, through a workflow.
- The persons and groups in charge of the type of problem.
- Application perimeters defining possible access restrictions depending on the user's department / location, and possible overrides depending on the location of the recipient.
- The priority assigned to the type of problem, via the impact level and the urgency level.
Example
You create several catalog entries in order to break down the types of problems reported to the IT Department as accurately as possible:
- Application
- Office Automation
- Infrastructure
- Hardware and Software
Notes
- You can modify the parent category once the catalog entry has been created using the Reorganize wizard.
- Modifications made to the parent category will be inherited by the associated lower-level catalog entries, except if they contain specific information.
Best Practice
- You should make only the last level in the catalog selectable (type of object declared by users), not the intermediate or root levels.
- To qualify a problem quickly, you should specify the code of each selectable category.
- Each catalog entry with a parent will automatically inherit the parent's information, such as its workflow or SLA. You should only enter information specific to the category.
Screen description
Menu access: Operation > Catalogs > Problem Catalog
Code
Code: Alphanumeric code used to select the catalog entry quickly during manual data entry. In this case, the description is automatically displayed.
- The code must be unique in the catalog.
Description
Description: Description of the catalog entry.
Manager
Manager: Name of the manager of the catalog entry.
- You can define overrides depending on the user's location in the Application Perimeter - Locations tab.
GroupInCharge
Group in Charge: Name of the group in charge of the catalog entry.
SLA
SLA: Name of the SLA applicable to objects associated with the catalog entry, used to calculate the target resolution date.
- By default, the SLA is inherited from the parent category.
Workflow
Workflow: Standard workflow applied when the object associated with the catalog entry cannot be solved during its creation in the quick call and requires a transfer.
- By default, the workflow is inherited from the higher-level catalog entry.
ImmediateSolutionWorkflow
Workflow (Immediate Solution): Simplified workflow applied when the object associated with the catalog entry is solved during its creation in the quick call and does not require a transfer.
- By default, the workflow is inherited from the higher-level catalog entry.
ClosingWorkflow
Closing Workflow: Closing workflow applied to linked objects when the parent object associated with the catalog entry is solved or closed early.
- By default, the workflow is inherited from the higher-level catalog entry.
CannotBeRequested
Cannot Be Requested: When an object associated with a category is created, this indicates if the catalog entry can be selected from the list of categories available (box is checked) or not (box is not checked).
AllowChangingGroups
Allow Changing Groups: When transferring an object associated with the catalog entry, this indicates if the default group can be replaced by another (box is checked) or not (box is not checked).
CIRequired
CI Required: When an object associated with the catalog entry is created, this indicates if the CI is mandatory (box is checked) or not (box is not checked).
DefaultRootCause
Default Root Cause: Default root cause displayed when entering an intervention summary for an object associated with the catalog entry.
Impact
Impact: When an object associated with the catalog entry is created, this is the default impact level used to calculate the priority level assigned to the object.
- Priority = Impact + Urgency - 1
DefaultUrgency
Default Urgency: When an object associated with the catalog entry is created, this is the default urgency level used to calculate the priority level assigned to the object.
- Priority = Impact + Urgency - 1
- When the recipient is associated with a VIP level or when the equipment is associated with a critical level (indicated by
in forms), the urgency level and the priority level will automatically be decremented by one.
StartEndValidity
Start of Validity/End of Validity: Validity period of the catalog entry.
- When the end date is reached, the catalog entry will automatically be archived and will no longer be proposed.
- You can define overrides depending on the user's location in the Application Perimeter - Locations tab.
Note
Note: Comments on the catalog entry. You can also add images or tables using HTML tags.
List of tabs
KnownErrors
Known Errors: List of known errors associated with the current catalog entry.
- Update: Select Operation > Problems & Known Errors > Known Errors
News Articles: List of news articles associated with the current catalog entry.
- Update: Select Operation > Problems & Known Errors > News Articles
Discussions
Discussions: List of discussions related to the current catalog entry, 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
.
Attachments
Attachments: List of documents associated with the current catalog entry.
- Update: Click
in this tab.
- To cancel an existing link:
Attributes
Attributes: List of attributes related to the current catalog entry, corresponding to additional non-standard parameters.
ApplicationPerimeterLocations
Application Perimeter - Locations: List of overrides defined for the current catalog entry depending on the user's location. Conditions specific to that location, instead of the general conditions, will apply (e.g. SLA, manager, workflow, costs, etc.).
- Update: Click
in this tab.
- Checkbox Available: Used to indicates if the entry catalog can be requested by a recipient belonging to the location (or lower-level locations) (box is checked) or not (box is not checked).
ApplicationPerimeterDepartments
Application Perimeter - Departments: List of overrides defined for the current catalog entry depending on the user's department.
- Update: Click
in this tab.
- Only users belonging to one of the departments (or lower-level departments) can enter an object associated with the catalog entry.
HistoryOfChanges
History of Changes: List of all modifications made to the form of the current catalog entry.
- The fields taken into account are defined using rules in the history of changes accessible in Administration > Parameters > History Management.
CI
CI: List of configuration items (CI) listed in the CMDB associated with the current catalog entry.
AuthorizedRootCauses
Authorized Root Causes: List of root causes that can be selected when entering an intervention summary for an object associated with the current catalog entry.
- By default, all root causes defined in the reference table will be proposed when you enter the intervention summary. Complete this tab only if you want to restrict the list to specific values. If this is the case, indicate only the authorized values.
- Among the values available, you can define the root cause proposed by default in the Details tab.
Procedure and Wizards
How to create an entry in the catalog
1. Select Operation > Catalogs > Problem Catalog and click . Specify the fields in the form and click
.
2. Complete the fields of the form then click on .
3. Define possible access restrictions on certain departments / locations via Application perimeters. As well, define overrides identifying specific conditions that apply to specific locations via Application perimeter - Location tab.
4. Create a new problem for one of the categories in the catalog:
- Check that it automatically inherits the information of the catalog entry.
- Check that access restrictions and overrides defined via applications perimeters are correctly applied.