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 found.
Before getting started
Before starting to register a problem, it is necessary:
To register the problem portfolio;
As well as having the access permissions to the "Problem" functionality.
Procedure
- Access the main menu Processes > Problem Management > Problem;
- Click on "Operations" and then on "Register";
- Complete all fields available to identify the requester;
- To register a new incident related to the problem to be created, and click on "Register", available in the "Incidents" area, and complete the necessary fields. To relate an incident already registered to a problem, it is only necessary to click on "Add" and link the incident you want;
- Select the portfolio you want and complete the information necessary to execute the problem, as well as: the title and description of the problem, the contract that it is linked to, among others;
- Indicate the Impact, the urgency, and the severity to give the prioritization of the problem;
🖊 Note: It is necessary to set if the problem to be created is a problem of reactive nature to a setback found, or it is just a simple proactive practice to manage the system.
7. Select, if necessary, when sending notifications about the problem;
8. Click on "Operations" and then on "Save".