Difference between revisions of "Identifying Problems"

From Hornbill
Jump to navigation Jump to search
(Created page with "__NOTOC__Home > Service Manager ==Introduction== Incident Management is concerned with firefighting the symptoms of Incidents, Problem Management is concerned ...")
 
 
(13 intermediate revisions by 2 users not shown)
Line 1: Line 1:
__NOTOC__[[Main Page|Home]] > Service Manager
+
__NOTOC__[[Main Page|Home]] > [[Service Manager]] > Identifying Problems
  
 
==Introduction==
 
==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.
 
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.
 
Problems can be identified and raised in a number of different ways.
  
:* An analyst with a minimum of the '''Problem Investigation Assignee''' role can raise a new Problem record from the following places:
+
:* 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
 
::* 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
 
::* 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
 
::* 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_Workflow#Asset_Details| Progressive Capture]]'''.
 +
 +
Problems can be routed manually to the Problem Management team or a specific individual using the '''Assignment''' form in '''[[Progressive_Capture_Workflow#Analyst_Assignment| Progressive Capture]]''' equally this can be automated using the '''Assign to Team''' or '''Assign to Analyst''' nodes in an underlying '''[[Service Manager Business Process Workflow|Business Process]]'''.
 +
 +
[[Category:Service Manager]]

Latest revision as of 10:37, 30 September 2021

Home > Service Manager > Identifying Problems

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.