Problem Management Module
Problem
A problem is
the cause of one or more incidents occuring in your IT. At
the time the problem is recorded, the cause may be still
unknown. Such tickets will allows IT engineers to document all the
actions made to find the root cause and fix the issue.
The main difference between a problem and an incident is that an incident must be fixed as quickly as possible to reduce the unavailability period of the service, whereas the problem will focus on identifying the root cause. While the root cause remains undefined, a workaround is provided to help in fixing corresponding recurring incidents.
The problems are managed by users having the profile Problem manager.
Problem Properties
| Name | Type | Mandatory? |
|---|---|---|
| Ref | Alphanumeric string | Yes |
| Title | Alphanumeric string | Yes |
| Organization | Foreign key to a(n) Organization | Yes |
| Status | Possible values: Assigned, Closed, New, Resolved | Yes |
| Priority | Possible values: Critical, High, Medium, Low | Yes |
| Service | Foreign key to a(n) Service | No |
| Service subcategory | Foreign key to a(n) Service Subcategory | No |
| Product | Alphanumeric string | No |
| Impact | Possible values: A Department, A Service, A person | Yes |
| Urgency | Possible values: critical, high, medium, low | Yes |
| Description | Multiline character string | Yes |
| Start date | Date and time (year-month-day hh:mm:ss) | No |
| Last update | Date and time (year-month-day hh:mm:ss) | No |
| Assignment Date | Date and time (year-month-day hh:mm:ss) | No |
| Resolution Date | Date and time (year-month-day hh:mm:ss) | No |
| Close date | Date and time (year-month-day hh:mm:ss) | No |
| Caller | Foreign key to a(n) Person | No |
| Team | Foreign key to a(n) Team | No |
| Agent | Foreign key to a(n) Person | No |
| Related Change | Foreign key to a(n) Change | No |
Tabs
| Tab | Description |
|---|---|
| CIs | All the configuration items impacted for this ticket |
| Contacts | All the contacts linked to this ticket |
| Known Errors | All the known errors that are linked to this problem |
| Work orders | All the work orders for this ticket |
| Related requests | All the requests that are related to this problem |
Creating a Problem
Click on the “New problem” menu:
The following form is displayed:
Managing Private Log
A problem ticket only have a private log to keep track of all the activities and communications related to it.
This log is not visible on the end user portal.
Managing CIs and Contacts
Unlike the incident and change management modules, the lists of CIs and contacts that are linked to a problem are managed manually.
Problem Life Cycle
Problem objects have the following life cycle:
Depending on the status of the object, the contraints on the properties vary as shown on the table below:
| New | Assigned | Resolved | Closed | |
|---|---|---|---|---|
| Ref | R/O | R/O | R/O | R/O |
| Title | R/O | R/O | ||
| Organization | R/O | R/O | ||
| Status | R/O | R/O | R/O | R/O |
| Priority | R/O | R/O | R/O | R/O |
| Service | M | R/O | ||
| Service subcategory | R/O | |||
| Product | R/O | |||
| Impact | R/O | R/O | ||
| Urgency | R/O | R/O | ||
| Description | R/O | R/O | ||
| Start date | R/O | R/O | R/O | R/O |
| Last update | R/O | R/O | R/O | R/O |
| Assignment Date | H | R/O | R/O | R/O |
| Resolution Date | H | H | H | H |
| Close date | H | H | H | R/O |
| Caller | R/O | R/O | ||
| Team | H | M | R/O | R/O |
| Agent | H | M | R/O | R/O |
| Related Change | R/O |
-
H: hidden
-
R/O: read-only
-
M: mandatory