Create New Problem Record

Transforming Chaos into Clarity!

Creating a new problem record is crucial as it serves as the initial step in identifying, documenting, and resolving recurring or significant issues within an organization's infrastructure. By promptly recording and analyzing problems, IT teams can mitigate potential risks, minimize downtime, and enhance overall service reliability. Furthermore, problem records facilitate effective communication and collaboration among IT staff, enabling them to systematically address underlying causes and prevent future incidents. 

Create a New Problem Record

Creation of problem records promotes proactive problem management practices, leading to improved operational efficiency and customer satisfaction. Analysts can create problem records with minimum configurations. 

To create a new Problem Record, perform the following steps:

1.  Navigate to Service Management > Problem > Manage Problem Records.
   Figure: Problem records list page
   
   
2.  Click New to create a new problem record.
   Figure: New Problem Record
   
   
3. Enter the required details and click Save.

The different sections present on the Problem Record are explained below:

Symptom 

Enter the symptom about the PR in the symptom card. This gives a quick idea of what the PR is about. You can edit the formatting of the symptom by using the different options present in the symptom card such as B, U, I, and strikethrough. 

You can insert a code in the symptom card by clicking <> icon. This will open up a pop-up where you can add the code. Click Save to save the details in the symptom card. Click Cancel to exit the pop-up window without saving the code. 
Figure: Symptom

Click icon to expand the symptom card. This will open the following pop-up where you can add and edit the subject in any desired format. Once you add the desired subject in the text box, click X icon to close the pop-up.

Description

Provide a description for the PR to convey the necessary information in the Description field.
Figure: Description

The description may include any relevant details about the PR such as context or background information related to the PR. You can also add information about any recent changes or events that may be related to the PR, specific steps, or specify the system where the service is required.

Requestor Details card

The Requestor details card displays the details of the Requestor who has requested the PR such as name, location, designation, employment number and email ID. 
Figure: Requestor details card

Note

If the Requestor of the PR is a VIP user, then the Requestor card will have a next to the name of the Requestor.
Figure: VIP User in Requestor card

Assigned To

Refer below table for all the fields present in the Assigned To section:

Field	Description
Workgroup	Select the Workgroup from the dropdown menu to which the logged PR has to be assigned. The options of Workgroup in the dropdown menu will be populated as per the Tenant selected in the General tab.
Analyst	Select the Analyst from the dropdown menu to which the logged PR has to be assigned. The options of Analysts in the dropdown menu will be populated as per the Workgroup selected.
Service Window*	Define the Service Window applicable to the PR. The options in the dropdown menu will be populated as per the Tenant selected in the General tab.
Effort	Capture the efforts that will be required to resolve the PR in Days, Hours, and Minutes. Figure: Effort
RCA Deadline Calculation	The RCA Deadline Calculation shows the Deadline, Total Time, Elapsed Time, and Remaining Time to respond to the PR. It displays the deadline by which the RCA has to be submitted. You can expand or collapse this section by clicking More or Less, respectively.  Figure: RCA Deadline Calculation
RCA Deadline Violation Remarks	Provide the information or comments regarding any violation of the RCA related to response times.  Figure: RCA Deadline Violation Remarks
Resolution Deadline Calculation	This field shows the Deadline, Total Time, Elapsed Time, and Remaining Time to resolve the PR. You can expand or collapse this section by clicking More or Less, respectively.  Figure: Resolution Deadline Calculation
Resolution Deadline Violation Remarks	Provide the information or comments regarding any violation of the resolution-related timelines. Figure: Resolution Deadline Violation Remarks

Tabs

Following are the different tabs in the PR details screen where you can enter details like RCA, Cost, Diagnostic and other important details about the PR.

• General
• Messages
• Solution
• RCA
• Cost
• Checklist
• Diagnostic
• Problem Review
• Links
• Additional Info
• Timeline

To know more in detail about the tabs, and their description, refer View Problem Record.