Identifying Problems

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Introduction

Incident Management is concerned with firefighting the symptoms of Incidents, Problem Management is concerned with identifying, and either permanently removing the causes of the Incidents or providing workaround information.

Logging a Problem

Problems can be identified and raised in a number of different ways.

  • An analyst with a minimum of the Problem Management User role can raise a new Problem record from the following places:
  • The Request List > Using the Raise Problem drop down option next to the Raise New icon
  • Boards > Using the Raise Problem drop down option next to the Raise New icon
  • Existing Incidents records > Using the Raise Problem from the Raise New Linked Request option under the Link Action Bar or Using the Raise Problem drop down option next to the Raise New icon

Problems can be raised against one or multiple assets during the logging process, by associating them using the Assets form in Progressive Capture.

Problems can be routed manually to the Problem Management team or a specific individual using the Assignment form in Progressive Capture equally this can be automated using the Assign to Team or Assign to Analyst nodes in an underlying Business Process.