Problems
Definition
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.
EndDefinition
Each problem:
- Is created as follows:
- After several incidents display the same malfunctioning.
- Individually to avoid potential incidents occurring.
- Is associated with a catalog entry, through its category.
- Is managed by the workflow of the category and generates actions.
- 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 remain available in the history of problems via a full text search.
Process for handling a problem. 
See the life cycle
- The workflow starts once the questionnaire defined in the initial step, if any, is completed. This can be a standard or multi-section questionnaire.
- It generates actions which can be manual actions or automatic actions. See Action types.
- 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. See the procedure for managing several incidents.
Examples
- Types of Hold actions:
- User is absent
- Repair not completed by the supplier
- Several incidents involve the failure of certain laptop hard disks to start:
1. Processing of incidents to avoid blocking user activity:
- Change the hard disk on the relevant laptops.
- Close the processed incidents.
2. 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.
3. 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 were not affected by the problem.
4. 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.
- Several incidents involve an OS bug:
1. Create a problem and associate it with incidents.
2. Analyze the problem ==> after reproducing the problem, the bug is identified as deprecated and is no longer maintained by the publisher.
3. Create a known error without a workaround solution describing it only as a deprecated bug.
4. 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 is used to process 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. See the procedure for processing several incidents.
Best Practice
- To associate several incidents with a problem, use the Link to an Incident wizard. You can also associate the problem in an incident using the Link to a Problem wizard.
- To create a change request in a problem, use the New Change Request wizard. You can also associate an existing request using the Link to a Change Request (Problem) wizard.
- To create the known error describing the workaround solution to the problem, use the New Known Error wizard. If no solution can be found, close the problem. It will remain in the history of problems and can be retrieved using a full text search.
Characteristics specific to versions 2016 and earlier
The Problem form in versions 2016 and earlier is different:
- Menu access
- General overview of the form See the Fundamentals
- Screens in the Problem form
- Some wizards of the Activity tab are available under action buttons on the Action form.
- General overview of the form
- History of actions
Menu access
Service Operation > Problems & Known Errors > Problems or Problems For My Groups
Description of tabs
TabUpdateRules_After2016Versions
Click to see the general principles for updating tabs.
| Create a new item | Delete an item or association with a related item |
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Run the New wizard at the top of the tab
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Move the cursor over the corresponding item and click
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Alphabetical order of the tabs
QuickAccess
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Activity
Problem Description
DescriptionTab
Information on the current object, e.g. title and description, urgency and impact, equipment and service associated with the object.
- Update: In this tab.
Timeline
ActivityTab
List of successive actions performed to process the current object displayed in a timeline. 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.
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History of actions
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Different options allow to adjust the size of the timeline.
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History of actions in Timeline mode
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History of actions in Table mode
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Wizards
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and 
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: Used to expand the timeline and display each action fully.
: Used to reduce the timeline.
: Used to open the 
icon to quick view of the contents in the Comment / Description / Solution field.
: Used to display the table of the history over the full width of the page. Click 
: Used to display the table of the history over the full height of the tab. Click 
list. The three most recently used wizards will appear as buttons, enabling you to access them quickly.
Details
ObjectNumber
Number: Automatically generated number of the object when it was created.
- To format the number, select Administration > Parameters > Auto-Inc Fields in the menu.
CreationDate
Creation Date: Date on which the current object was created.
- This is used as the start date and time for calculating SLA maximum time.
- The date is displayed in the time zone of the recipient.
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
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.
Priority
Priority: Level used to prioritize the processing of objects with identical SLA target dates/times.
Category
Category: Catalog entry associated with the current object, used to run the relevant workflow.
Description
Description: Description of the current object.
Related Known Error: Title of the known error (question) associated with the problem.
HyperlinkDocument
Attachments: Used to attach a list of documents to the current object and access the files.
example Error log or screenshots
- You can also access them in the Attachments tab.
Solution
SolutionTab
Set of information specified at the end of 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 field specified in the final or closing action 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.
- Unlike elapsed time, this information does not take into account the OLA/UC for each action.
- Duration expressed in HH:MM.
SLA: SLA applied to the current object.
SLA_ApplicationRule
- The SLA applicable is always the most restrictive one, i.e. the one with the shortest resolution time, of the two SLAs defined respectively for the catalog category and for the SLA by priority. Note: The SLA by priority is automatically readjusted when the levels of urgency and impact are modified when creating the ticket. It also takes into consideration the VIP level of the recipient.
See the examples.
- You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.
Immediate Solution: Used to indicate if the current object was solved during the creation of the ticket (box is checked) or if it led to one or more actions (box is not checked) involving a transfer or escalation.
MaxResolution
SLA Target: Date by which the current object should be resolved.
- This is calculated using the start time of the current object and by applying the SLA of the object.
- The date is displayed in the time zone of the recipient.
Solution Date: Date on which the processing of the current object ended and its meta-status became Completed.
- The date is displayed in the time zone of the recipient.
Late: Number of minutes exceeding the maximum processing date/time 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.
- Duration expressed in HH:MM.
Elapsed Time: Actual processing duration of the current object, taking into account the service hours of the Technical Support team and public holidays (OLA/UC defined for the workflow).
- Duration expressed in HH:MM.
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)
RootCause
Root Cause: Actual cause of the current object, specified when closed.
- It may be different from the one specified when the current object was created.
Discussions
DiscussionTab
List of discussions which users can access based on their domain and the visibility of the discussion.
- 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
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User Information
UserInformationTab
Information on the recipient of the current object, e.g. name, function, phone number, email address, location and department.
- Update: Only the recipient and location can be modified in this tab.
Attachments
AttachmentTab
List of documents attached to the current object. See uploading and downloading documents.
- You can also attach documents in the Details tab.
Related Incidents
RelatedIncidentTab
List of incidents related to the current object.
- Related incidents are used for managing several incidents.
- Update: Use the Link to an Incident wizard. In an incident, use the Link to a Problem wizard or the New Problem wizard.
- Non-closed incidents already linked to the problem will automatically be displayed. Click
to delete the link. - To process non-closed incidents at the same time as the problem, use the Link to an Incident wizard and click Related Incidents. The button indicates the number of incidents. See the procedure for managing several 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
RelatedServiceTab
List of service requests linked to the current object.
- Update: Use the Link to a Service Request wizard or the New Service Request wizard. In a service request, use the Link to a Problem wizard.
- The current problem and linked requests will each be managed by their own workflow. The status of the current object will not have any impact on linked objects.
Related Changes
RelatedChangeTab
List of change requests related to the current object.
- Update: Use the Link to a Change Request (Problem) wizard or the New Change Request wizard. In a change request, use the Link to a Problem wizard.
- The current problem and linked requests will each be managed by their own workflow. The status of the current object will not have any impact on linked objects.
Equipment
List of equipment linked to the current object.
- The Problems tab in the Equipment form is automatically updated.
- Equipment linked to the new equipment will not be associated with the problem.
Licenses
LicenseTab
List of licenses in the current object.
- When a new license is added, this does not generate a notification or action in the form of the current object.
Contracts
ContractTab
List of contracts in the current object.
CI
CITab
List of configuration items (CI) associated with the current object.
- The Problems tab in the CI form is automatically updated.
- Impacting and impacted CIs linked to the new CI will not be associated with the problem.
Consumables
ConsumableTab
List of consumables in the current object.
- Update:
- Automatically via destocking actions in the Logistics step of the workflow for the current object.
example Request to replace a HP LaserJet 4L printer ==> planned destocking action: delivery of a toner cartridge
- Use this tab to perform destocking actions outside the Logistics step of the workflow.
- Automatically via destocking actions in the Logistics step of the workflow for the current object.
- When a consumable is deleted, the quantity is automatically reintegrated into the storage location stock.
Contextual News Articles
ContextualNewsTab
List of news articles associated with the current object.
- Update: Click Publish This Element as News Article in the wizard for creating a known error.
History of Changes
HistoryOfChangeTab
List of all modifications made to the form of the current object.
- The fields taken into account are defined using rules in the history of changes.
Questions/Responses
QuestionResponseTab
History of all answers to questions in standard or multi-section questionnaires associated with the current object.
- Update: Via the workflow steps associated with the current object.
Related Projects
RelatedProjectTab
List of projects related to the current object.
- Update: Via the Link to a Project wizard.
Procedures and Wizards
How to create a problem
Step 1: Decide how you want to create the problem.
Create the problem within an incident
1. Open the form of the relevant incident.
2. Run the New Problem wizard.
Create the problem individually
1. Select Service Operation > Problems & Known Errors > Problems in the menu.
2. Click 
New in the top banner.
Step 2: Specify the problem.
1. Select the category associated with the problem.
2. Specify the information required.
Step 3: Decide what you want to do with the problem.
1. Follow one of the procedures below.
Close the problem (Resolution) (a workaround solution exists)
- Click Resolve.
See the Resolve wizard.
- Select the new status of the problem.
- Complete the intervention report.
- Click Finish.
- (optional) Specify the known error associated with the problem:
- Open the form of the new problem.
- Run the New Known Error wizard.
Transfer the problem to another group or Support person
- Click the Assign action button.
See the Transfer wizard.
- Specify the group or Support person to whom you want to transfer the problem.
Select a group instead of a specific Support person. This way, even if the Support person is absent, the action can still be performed by another group member.
- Click Finish.
- The problem will be saved.
- An action will be automatically generated to the selected group or Support person. The processing of problems resembles that for incidents. The status of the problem will evolve with the actions in the workflow.
- Une action est automatiquement générée pour le groupe / intervenant sélectionné. Le traitement du problème s’apparente alors à celui d’un incident, et le statut du problème évolue avec les actions du workflow associé.
- Click Cancel.
How to process several incidents
Step 1: Specify the incidents with the same problem.
Existing problem in the history of problems
1. Specify the incidents with the same problem.
- You can do this in the Problem form.
- Run the Link to an Incident wizard.
- Select the corresponding incidents.
- Click Finish.
- You can do this in the form of each incident.
- Run the Link to a Problem wizard.
- Select the corresponding problem.
- Click Finish.
New problem
1. Create the problem.
- You can do this in the form of an incident.
- Run the New Problem wizard.
- Specify the new problem.
- Click Finish.
- You can do this individually.
- Select Service Operation > Problems & Known Errors > Problems in the menu.
- Click New in the top banner.
- Specify the new problem.
- Click Finish.
2. Specify the incidents with the same problem.
- You can do this in the new Problem form.
- Run the Link to an Incident wizard.
- Select the corresponding incidents.
- Click Finish.
- You can do this in the form of each incident.
- Run the Link to a Problem wizard.
- Select the corresponding problem.
- Click Finish.
Step 2: Decide what you want to do with incidents when a workaround solution to a problem is available.
Resolution via manual intervention
1. Open the Action form of each solved incident.
2. Click Finish.
3. Complete the intervention report.
4. Click Finish.
Resolution via automatic intervention
1. Open the Action form of the problem called Link to an Incident.
2. Click Related Incidents.
3. Select the solved incidents.
4. (optional) Inform the relevant Support persons, requestors and recipients that a solution has been found and applied using Notify....
5. Click Update Current Incidents.
- The incidents will proceed to the next step of 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
Execute Script
New Knowledge
New Change Request
New Service Request
New Known Error
Notify Support Person
Reminder for Support Person
Reopen
Reopen and Requalify
Resolve (action button in the Create a new problem wizard)
Place on Hold / Continue
Transfer (action button in the Create a new problem wizard)