Problem Records

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Introduction The Problem and Known Error forms are used to manage investigate underlying issues and mange these through to identifying workarounds and eventually resolutions. A number of different tools are provided to help you record information against the Problem / Known Error, communicate with the affected customers, and collaborate with your co-workers.

Related Articles Incident Requests Change Requests

Features

Heads-Up Display

The Heads-Up Display is a graphical representation of the business process that support the Problem or Known Error. This is an optional display which uses the stages and checkpoints within a process to visualize the progress.

• The entire process is displayed as a grey bar with circles representing the different stages
• The active stage is represented by a large green circle followed by a connector to the next stage
• The connector will progressively turn green until the next stage is reached
• Checkpoints are displayed below each stage
• Grey Checkpoints are yet to be completed
• Completed Checkpoints are represented with a green check mark
• The Heads-up Display shows just the Stages, and when the mouse if moved over the Heads-up Display, the Checkpoints are exposed
• The Heads-up Display can be Pinned to make the display of the Checkpoints persistent on all Incidents

Action Bar

The Action Bar contains the majority of functions that you can apply to an Problem / Known Error. These actions are place near the top of the Problem form and collected together to allow for quick access to update the Problem. The available Actions can be either made visible or hidden for different types of Problems, based on the Service they are associated to. The supporting Business Process Workflow that sits behind the Problem / Known Error can enforce the display of an action when that action is required to be completed.

• Update
• Phone Call
• Attachment
• Link

• Linked Services

Link other related Services to the request

• Authorisers

Add Authorisers to a Request

• Email
• Assign
• Escalate
• Assets
• Boards
• Workarounds
• Publish
• Resolve and Close
• Cancel
• Connections

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Information Box

Raised By

When a request is raised, the analyst who raised it, is added to the Raised By collapsable section of the request. This section contains their following contact information.

• Name (Handle)
• ID (Link to profile)
• Organisation
• Email
• Phone
• Mobile

Details

Timeline

Members

Activities