Problems

1.

From the Select Actions drop-down list, choose New Problem.

2.

Complete the fields, referring to the information below.

The sections and fields shown may differ from those displayed onscreen as they can change from function to function. For example, the Record Details for Problem Management may be different than those for Change Management. For quick reference, all the field descriptions are provided. Configuration of the fields, such as adding, deleting and modifying field properties, is done through the function's related Admin model.

3.

When all selections/entries are made, click Add.

Problem Fields

Section	Fields
Primary Details	Enter a Title for this problem.
Assignee Details	Click the Add the search for and select the applicable assignees.
Reporter Details	Reporter. Click Add, then search for and select the reporter for this problem. Reporter Department/Reporter Location. Displays the Department and Location associated with the Reporter. This field cannot be edited in this window. Group Reporter. Click Add, then search for and select the group reporter for this problem. Method of Notification. The method to receive notification regarding incident progress such as email, event management, phone or web. Callback Method. The communication method to use, either Phone or Email. Contact Info. Displays the contact info for the selected Reporter. This field cannot be edited in this window.
Record Details	Click the drop-down list and select the applicable choice for the following fields: Category Sub Category Impact Level Urgency Priority Type State Sub State Click Add, then search for select the applicable user for the following: Root Cause CIs Associated CIs Description. Enter a description for this release. Symptoms. Enter the symptoms to describe the problem. Custom Timescale. The Priority based timescale is used. This field cannot be edited. Known Error. Select to indicate this is a known error.

Surveys

When a matter is resolved, an associated survey is emailed to the Requester to know their satisfaction. The User clicks a link in the email and answers the survey questions.

Once the Requester submits the response, it is updated and shown on this tab.

The survey can be taken only once by the Requester. If Requester selects Yes, then the matter is automatically closed. If Requester selects No, then the matter is automatically reopened.

Time Tracking

Use this function to add a record/task or generate a time spent report.

While viewing the Details window, select Time Tracking. The Time Tracking window displays.

Add Record or Tasks

1.

To add a new time tracking item, click Add. The Add Time Tracking dialog box displays.

2.

Select either Record or Tasks.

3.

Enter the Date and Time spent.

4.

Enter a Description.

5.

When all selections/entries are made, click Add.

Time Spent Report

To generate a report for the time spent on this change, click Total Time Spent. A new window opens and displays the applicable time spent, sorted by User.

Related Records

Associates records for relevant items such as problems, changes, incidents, and so forth.

Click the plus + sign and search for and select the applicable records.

Notes

Add any relevant notes in the free-form text field.

To upload related documents, click the Upload button, then search for and select the applicable document. Only one document can be uploaded for any specific section.

Reviews

Add any review information.

To upload documents, click the Upload button, then search for and select the applicable document.

Resolution Information

The State for the current workflow must be RESOLVED before the following information can be viewed or entered:

Closure Information

The State for the current workflow must be CLOSED before the following information can be viewed, selected, or entered:

Not all functions include an option to edit record line items shown in the main window.

1.

Navigate to the window containing the record to edit.

2.

Click the line containing the record. The applicable window or dialog box displays.

3.

Make the necessary modifications.

4.

Click Save or Add, as applicable.

When editing an existing item, other options may be available, such as adding Tasks, Comments, and Attachments and viewing History.

The options change based upon the function; therefore, not every option may be shown.

Deleting is a permanent action and cannot be undone. Deleting may affect other functionality and information in the application such as data in configured reports, fields in windows, selectable options, etc. Therefore, be sure to understand the potential effects before making a deletion.

1.

Click the line that contains the item to delete.

2.

From the Select Actions drop-down list, choose Delete. If a confirmation message is displayed, take the appropriate action (for example, click OK or Continue).