Log a Problem - Detailed
The following procedure walks you through detailed step-by-step instructions for logging a Problem, including tips and behind-the-scenes information. The different contributors are noted in the procedure.
To log a Problem:
- On the
CSM Desktop Client toolbar, click
New>New Problem.
Tip: You can also click File>New>New Problem from the CSM Desktop Client menu bar, or press CTRL+SHIFT+P.
A Problem can be logged from an Incident (Task Pane>Incident Actions>Create Problem link). When submitted from an Incident, the Priority, Short Description, Detailed Description, and Service categorization are auto-populated and the Incident is linked to the Problem in the Arrangement area. A Problem can also be logged from anywhere in the system (Task Pane>Common Tasks>Create Problem), though fields do not auto-populate and a record is not automatically linked using this option.A new Problem Record is created with a unique Problem ID (example: 10230) and a status of New.
- Identify and classify the Problem:
- Provide a Title for the Problem (example: E-mail is not sending).
- Enter a Description (example: E-mail in the Marketing department is not sending).
- Enter a
Service Classification. Use the Selector
button to find a Service Classification.
The Service and Category appear below the Service Classification field.
- Select an affected CI, if any. Click the CI Selector button to launch the CMDB window, where you can select a CI. You can locate CIs by filtering (by Config Type, All Customers, a specific Customer) or by searching. You can also create a new CI on the fly.
- Select an Assigned Team, an Assigned To team member, or both.
- Click the Priority selector button to reveal the Priority Matrix and then select an impact and urgency to generate a priority number.
- (Optional) Set a Resolve By date.
- Select the Incidents tab to link Incidents to the Problem.
- Click Begin Work in the header. The Problem now has a status of In Progress.
- Analyze the Problem:
- Enter Symptoms and Probable Causes.
- Enter a Root Cause.
- Select Assigned Team to do a Root Cause Analysis if applicable.
Select a Cause Category from the drop-down. Options include:
- Hardware Failure
- Human Failure
- Procedure Failure
- Software Failure
- Update Failure
- Resolve the Problem:
Determine if the resolution is a Workaround, Permanent Fix, or Known Error.
- If it is a Workaround:
- In the Workaround field, write a detailed procedure so that
Users and Customers understand exactly what they are supposed to do.
Note: The Workaround field is required to create a Knowledge Article. The new Knowledge Article pulls information from the following fields: Short Description, Detailed Description, Service Classification, Workaround, Diagnosis, and Resolution.
- Select or add a Change Request.
- Set a Review by date.
- Select Resolve and Close linked incidents.
- Select Notify Impacted Customers of Update.
- Select Create Knowledge Article.
- Select Publish Workaround to Customer Portal.
- Close the Problem.
- In the Workaround field, write a detailed procedure so that
Users and Customers understand exactly what they are supposed to do.
- If it is a Permanent Fix:
- Select the Permanent Fix radio button.
- Enter Permanent Fix details.
- Select or add a Change Request.
- Select Resolve and Close linked Incidents.
- Select Notify Impacted Customers of Update.
- Select Create Knowledge Article.
- Select Publish Fix to Customer Portal.
- Close the Problem.
- If it is a Known Error:
- Select the Known Error radio button.
- Enter Known Error details.
- Set a Review by date.
- Select Notify Impacted Customers of Update.
- Select Create Knowledge Article.
- Select Publish to Known Errors on Customer Portal.
- Close the Problem.
- Select Actions as applicable:
- Notify Impacted Customers of Update: Send an e-mail message to reporters of linked Incidents.
- Resolve Linked Incidents: Mark linked Incidents as Resolved.
- Publish Workaround to Customer Portal): Uses the Make Visible in Portal One-Step Action to display the workaround.
- Create Knowledge Article: Creates a Knowledge Article in a new window, attaches the Problem, and autofills the Knowledge Article Title, Solution or Workaround, Service, Category, Article Type.
- If you find that the Problem was not resolved, you can reopen the record by clicking the Select Other Status link in the Actions section and selecting the status (example: Work in Progress) you want in the drop-down.
- If it is a Workaround: