📄️ Overview
Know how Problem Management helps in tracking and managing the various problem tickets.
📄️ Use Case
Stark Industries want to set a process for the incidents identified as problems. They want to record and prevent these problems from occurring again in the future. ServiceOps Problem Management helps them to achieve this requirement by capturing the details acting accordingly. It records the problems in the portal using the below steps.
📄️ Problem List View
The Problem List View page displays all the available problems in the system. It is the central hub for a technician, where you can find a problem, and act upon it.
📄️ Creating a Problem
To create a problem,
📄️ Problem Details Page
On problem details page, you can see the complete details of the problem, and perform the desired activity. This page is accessible from the problem list page (by clicking on the problem subject).
📄️ Updating a Problem
When you are working on a ticket, you can update its basic details, parameters, other info, and various activities/actions associated with it. There are many approaches to update the problems:
📄️ Assigning and Claiming a Problem
When a problem is created, the default status is Unassigned. The problems need to be assigned to an agent before one starts working on it. You can assign a problem using two approaches:
📄️ Archiving a Problem
Archiving Problem from List page
📄️ Closing a Problem
There are multiple ways to close a problem.
📄️ Problem Analysis
A problem analysis is finding the relationship between a stated problem and understanding various characteristics associated with it. For example: A problem could be as simple as a laptop malfunction. By analysis you can identify the root cause, symptoms, impact, and work around for it. Since the symptoms of various problems can be similar, it is recommended to define the problem statement accurately.
📄️ Tasks
The tasks are the activities required to resolve the problem. Creating tasks is not mandatory but a convenient feature to effectively work on a problem. You can add tasks, assign technicians, and set due date for it.
📄️ Adding Relations
Sometimes a problem is very complex and you may want to divide it into simpler requests, problems, change, release, asset, knowledge, and project categories. Also, you may find other similar problems and it’s a good idea to associate all these.
📄️ SLA
The SLA tab displays the history details of the all the SLAs and UCs applied to the tickets. It displays details like name, type, target, status, updated by, elapsed time, due in, SLA percentage, overdue, start time, last pause time, stop time, pause duration, breached duration, technician group, Operational Hours Type, and Update Count.
📄️ Adding Work Log
The Work Log tab allows the analysts to record the activities they performed (along with the time frame).
📄️ Audit Trail
Audit Trail displays all the actions that you and other technicians have performed. This tab is common at all places in the system. When you are on the details page of any problem, it displays the concerned activity logs only.
📄️ Asking for Approval
An approval process makes sure that there are no unauthorized actions. You can ask for an approval only if a technician is assigned to the problem. For some, the approvals can be mandatory to process a problem.
📄️ Notifications
You can send custom email messages to single and a group of people (stakeholders). This helps them to understand the progress and blockers in the resolution process. The Notifications tab displays a list of sent emails (1) and allows you to send new emails using the Send Email button (2) as shown below.