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:

1. 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.

   Note: 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.

2. Identify and classify the Problem:
   1. Provide a Title for the Problem (example: E-mail is not sending).
   2. Enter a Description (example: E-mail in the Marketing department is not sending).
   3. Enter a Service Classification. Use the Selector button to find a Service Classification.

      The Service and Category appear below the Service Classification field.

   4. 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.
   5. Select an Assigned Team, an Assigned To team member, or both.
   6. Click the Priority selector button to reveal the Priority Matrix and then select an impact and urgency to generate a priority number.
   7. (Optional) Set a Resolve By date.
   8. Select the Incidents tab to link Incidents to the Problem.
   9. Click Begin Work in the header. The Problem now has a status of In Progress.
3. Analyze the Problem:
   1. Enter Symptoms and Probable Causes.
   2. Enter a Root Cause.
   3. Select Assigned Team to do a Root Cause Analysis if applicable.

   4. Select a Cause Category from the drop-down. Options include:

      • Hardware Failure
      • Human Failure
      • Procedure Failure
      • Software Failure
      • Update Failure
4. Resolve the Problem:

   Determine if the resolution is a Workaround, Permanent Fix, or Known Error.

   1. If it is a Workaround:
      1. 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.

      2. Select or add a Change Request.
      3. Set a Review by date.
      4. Select Resolve and Close linked incidents.
      5. Select Notify Impacted Customers of Update.
      6. Select Create Knowledge Article.
      7. Select Publish Workaround to Customer Portal.
      8. Close the Problem.
   2. If it is a Permanent Fix:
      1. Select the Permanent Fix radio button.
      2. Enter Permanent Fix details.
      3. Select or add a Change Request.
      4. Select Resolve and Close linked Incidents.
      5. Select Notify Impacted Customers of Update.
      6. Select Create Knowledge Article.
      7. Select Publish Fix to Customer Portal.
      8. Close the Problem.
   3. If it is a Known Error:
      1. Select the Known Error radio button.
      2. Enter Known Error details.
      3. Set a Review by date.
      4. Select Notify Impacted Customers of Update.
      5. Select Create Knowledge Article.
      6. Select Publish to Known Errors on Customer Portal.
      7. Close the Problem.
   4. 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.
   5. 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.