Registering Problem

The Problem Management process is responsible for the final resolution and prevention of the failures behind the incidents that affect the normal operation of IT services.

This functionality allows registering the problems encountered.

Before getting started

It is necessary to register the problem portfolio;

The user needs access permissions for the "Problem" process.

Procedure

Access the main menu Processes > Problem Management > Problem;
Click on "Options" and then on "Register";
Complete all fields available to identify the requester;

Identification Fields

Field	Description
*Requester()**	Name of the requester (can be searchable with %%)
Phone	The phone number of the requester
Extension	The extension number of the requester
*E-mail()**	Add an e-mail for the requester
*Unit()**	Unit of the requester
Physical Location	It is possible to select the location of the requester
*Source()**	The source of the problem you're creating
Other information	All other information that is necessary to understand the problem

(*) Mandatory fields

Selecting an Incident

Here it is possible to link an incident to the problem you are creating. We have the following functions:

Function	Description
Register	This option is to register a new incident to be linked to the problem being created. By clicking on this option, the screen of incident registration will open
Add	This option is to relate an already existing incident. This will open a window so you can search for the incident you want with the available filters

(*) Mandatory fields

Detailing the Problem

The user will select all the information about the problem itself.

Field	Description
Portfolio	The portfolios that the user are linked
Model	The model available for the portfolio selected
*Title()**	The title to identify the problem
*Description()**	All the details to describe the problem being created
*Management()**	There are two options: Reactive - created so there is an assessment of the probable root cause of a currently running incident; Proactive - created to investigate situations that may cause future incidents
*Contract()**	Contracts linked to the portfolio
Executor Group	The group responsible to solve the problem
*Impact()**	Impact of the problem
*Urgency()**	The Urgency of the problem
*Severity()**	Select the degree of severity of the problem
Notifications	Select which types and email the user will receive

(*) Indicate mandatory field

Linking Additional Items

On the left side of the screen, besides the options, we already presented to create a problem. There is a box to link additional items.

Function	Description
Related CI	Can link a CI to a problem
Services of the Problem	Can link services to it
Release	Can link a release to the problem or register a new one
Problem	Can link another problem to the one you are creating, or also create a new one from here
Knowledge Base	Can link knowledge from the Knowledge Base or create a new one

Saving

At the end of the page, you will find a floating button with the functions of:

Function	Description
Cancel	To cancel the creation of the problem and go back to the problems list
Save	To save the problem and create the number to identify it