Log a Problem
The following procedure walks you through the typical steps to log a Problem.
To log a Problem:
- On the
CSM Desktop Client toolbar, click
New>New Problem.
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: Email is not sending).
- Enter a Description (example: Email 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 a Cause Category from the drop-down.
- Resolve the Problem:
Determine if the resolution is a Workaround, Permanent Fix, or Known Error.
- If it is a Workaround, write a detailed procedure so that Users
and Customers understand exactly what they are supposed to do.
Notes: 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.
- If it is a Permanent Fix, enter details.
- If it is a Known Error, enter details.
- Select Actions as applicable:
- Notify Impacted Customers of Update: Send an email message to reporters of linked Incidents.
- Resolve Linked Incidents: Mark linked Incidents as Resolved.
- Publish Workaround to Customer Portal.
- Create Knowledge Article.
- 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, write a detailed procedure so that Users
and Customers understand exactly what they are supposed to do.