Problem Fields

The problem form fields are listed below and recommendations for using each of them are provided.

ID

The ID field contains a unique problem ID. It is created automatically the first time an problem is saved.

Theme

A brief description of the identified problem is entered in the Subject field.

Manager

In the Manager field, select the person responsible for coordinating the solution to the problem, which is expressed in analyzing the root cause, finding a way out, and eventually closing this problem.

Category

The category of the problem is selected in the Category field.

Influence

In the Impact field, select the level of impact on the service of the incident caused by the problem. Please note: an instance of a service degrades (its condition worsens) if some of its non-core functions do not work, its reaction time is slowed down, and its backups are unavailable (for example, when one of the servers fails), even if this does not affect its use. An instance of the service is unavailable if any part of its main functionality is not working.

Service

In the Service field, select service, in the instance(s) of which the problem occurred. If the problem exists only in certain instances of the service, then these instances should be selected in the “Relationships” section.

Service Provider

The Service Provider field is automatically set to the organization selected in the related Service Provider field.

Workflow/Project

Using the Workflow/The project field can be linked to a workflow or a project, which will implement the proposed long-term solution to the problem. These relationships are mutually exclusive: for example, if a problem is related to a workflow and needs to be linked to a project, then it must first be decoupled from the workflow. To select a completed workflow or project, enter the number (ID) of that workflow or project.

Purpose

Team

In the field The team is selected by team, to which the problem is assigned. After selecting a service in the Service field, the service support team is automatically selected in this field.

Member

In the field Member selects the person to whom the problem is assigned.

Supplier

In the Supplier field, select the supplier organization that received the request to solve the problem.

Supplier's request ID

In the Supplier Request ID field, enter the identifier under which the problem request was registered with the supplier organization. If the supplier has provided a link to the request, enter its URL in this field.

Planned efforts

The Planned Efforts field indicates the planned efforts needed to solve the problem.

Target for analysis

The Analysis Target field specifies the deadline by which the current designated person must complete the root cause analysis of the problem. If the supplier organization is selected in the Supplier field, then this field specifies the deadline by which this supplier must complete the root cause analysis of the problem. You can leave this field empty, then the analysis will be carried out as far as possible.

Status

The current problem status is selected in the Status field. The following options are available: Rejected – the problem analysis must be assigned to another team or another team member, the reason is indicated in the Comments field. Assigned – The problem analysis is assigned to a team or member. Accepted – A specific team member has assumed responsibility for analyzing the problem. This person will start work as soon as possible. In progress – The problem is currently being analyzed. Suspended – completion of the problem analysis is temporarily impossible. The reason is indicated in the Comments field. Analyzed – The problem analysis is completed. The main cause of the problem has been found and a structural solution has been proposed, or it has been established that it is currently impossible to propose a structural solution. Change requested – The problem has been transferred to change management to implement the proposed structural solution. Workflow Expectation – The implementation of the proposed structural solution depends on the workflow implementation. Change and release management assumed responsibility for the implementation of the proposed structural solution. The project is under consideration – the implementation of the proposed structural solution depends on the implementation of the project. Project management assumed responsibility for the implementation of the proposed structural solution. Progress has been halted – it is currently not possible to propose a structural solution. The reason is indicated in the Comments field. Solved – A structural solution has been implemented to fix the problem. In the backlog – the problem has been placed in the backlog. This option is only available if the problem is actually in the backlog.

Suspended until

In the field Suspended to indicates the date and time at which the problem status should be updated from “Suspended” to “Assigned". This field is available if the Status field is set to “Suspended.”

Product backlog

The Product Backlog field indicates the backlog of the product to which the problem relates. This field is available if the “Status” field is set to "In the backlog".

Score

The Score field is used to assess the difficulty of solving a problem based on a scale determined by the development team or the Scrum team. This field is available if the “Status” field is set to "In the backlog".

Time spent

In the Time spent field, enter the time spent solving the problem since you started working on it or (if you have already entered any time to solve this problem) since the last time you added a record of the time spent.

Effort class

In the field Effort class, select effort class, which best reflects the efforts for which the time spent is recorded. This field becomes available after entering a value in the Time Spent field and if the person who entered the time spent belongs to an organization using timesheet settings, in which time tracking is activated and which is associated with two or more classes of efforts.

Resolved in

The Resolved in field is automatically set to the date and time at which the problem was saved with the Resolved status.

Known error

The Known error checkbox is set when the root cause of the problem is found and a temporary workaround is proposed. When this checkbox is selected, the problem appears in the “Known errors” section of the service hierarchy browser, provided that its status has not yet been “Resolved". In this case, the problem will be displayed in the service hierarchy browser only if the service associated with the problem matches the service instance selected in the service hierarchy browser.

Workaround/Knowledge article

In the Workaround/The Knowledge article field describes a workaround that should be applied to eliminate incidents caused by the problem until a structural solution is implemented. It is possible to use basic text formatting in this field. By switching this field to “Knowledge Article”, you can select knowledge article. Its instructions should be applied to eliminate incidents caused by the problem until a structural solution is implemented.

Relationships

Service Instances

Using the Service Instances field, you can associate specific service instances with the problem.

Configuration Item (CI)

Using the Configuration Item (CI) field you can link the configuration Item (CI) that contain the root cause of the problem directly to the problem. If you are not registered, this field remains hidden.

Requests

You can use the Requests field to link requests to the problem.

Comments

Comments

The Comments (Notes) field lists all the comments added to the problem. For each comment, the name of the person who created it and the time of its creation are indicated.

Comment

The Comment (Note) field describes in detail the manifestations of the problem. It also includes: any useful additional information; a description of the root cause of the problem; information on the progress of solving the problem; information on how to solve the problem; a description of how the problem is solved. It is possible to use basic text formattingin this field.

Copy comments to requests

When you select the Copy comment to requests checkbox, the comment (including attachments, if any) will be added not only to the problem, but also to each request related to the problem.

Attachments

Link Attachments (Add Attachment) is used to add an attachment to a comment. You can add multiple attachments.

Time keeping records

Accounting of working hours

In the field Time Accounting lists all the time accounting records in your organization's space that were created for the problem after it was saved with a value in the Time Spent field. The time records are grouped by person.