Relating Items to the Problem
This functionality allows link releases, knowledge, services, and other processes to a Problem.
The linking can occur throughout the entire lifecycle of the Problem. This way, it can - and should - be used at any time.
However, it is necessary to have access to a Problem.
- Access the main menu Process > Problem Management > Problem;
- To inform additional data, select the capture option or problem view;
- To view the information about specific fields, click on the tabs: Requester, Incidents, and Problem.
- To link Incidents, click on the area of the same name and then on the icon "Add", search and select the incident that will be linked. It will also be possible to create a new incident by clicking on the "Register" icon and completing the necessary data.
✅ Rule: When linking or registering the incident and saving the problem, an e-mail notification will be triggered and the person responsible for the incident will also be notified on their screen.
However, this notification will only be sent if the incident has already been captured by its executor, moreover, if it is not captured and designated to the responsible, there will be no notification.
This notification will be automatically sent, without the need for parameterization.
- To link Configuration Items, click on "Related CI" and then on "Search Configuration Item". Search and click on "Select" to complete the operation.
- Therefore, it is possible to click on the "Services" icon, link it to the same problem, and click on the "Info" icon to view all information available about the linked CI;
- To link Changes, click on the "SOLUTION" phase, and in the "Changes" tab. You can search the Change number or even register a new Change. After linking it, you can edit the Change.
- In addition, you can observe the "Configuration Items" by clicking on the icon of the same name. To remove the link from the Service, just click on the "Remove" icon.
- Clicking on the "Related Services" area will present the services related to the problem (if any have already been linked) with some available actions. The "Service Map" view is displayed by clicking on the icon of the same name. It's also possible to note the "Configuration Items" when clicking on the icon of the same name.
- Now, to remove the Service link, just click on the "Remove" icon and confirm the operation;
📌 IMPORTANT!
If there is any service related to the problem, it is possible to link a new service to the problem, just click on the "Related Services" area and then on "Add Service". Select the service you want and click on it.
- To link Releases, click on the area of the same name, then click on the search field and select the release you want.
- If you want to register a new release, click on "Register" and complete the necessary data;
- To link other Problems, click on the area of the same name, use the search field and select the problem you want.
- If you want to create a new problem to be linked, just click on "Register" and complete the necessary data;
- To link a Knowledge, click on the area of the same name, then on the search field and select the knowledge you want.
- If you want to create new knowledge, click on "Register" and complete the necessary data.
Click on "Options" and then on "Save and advance flow" or "Save and keep current task" since this last option does not make it possible to advance the problem to the next phase of the flow.
