Manage Problem Records

Managing problem records is essential to efficient and effective problem-solving within any organization. Problem records refer to documented instances or issues that must be addressed, analyzed, and resolved. Proper management of problem records helps streamline processes, improve customer satisfaction, and enhance overall operational efficiency. Effective problem record management can improve operational efficiency, reduce downtime, increase customer satisfaction, and provide a more proactive approach to preventing recurring issues within an organization.

View Logged Problem Records 

Analysts can log into Apex to view and manage the logged PRs. The well-organized list page of logged PRs will significantly enhance the productivity, efficiency, and effectiveness of Analysts. They will have the right information they need to effectively manage and resolve PRs in a timely and proactive manner.

To view the logged PRs, perform the following steps:

1. Click Service Management.
   Figure: Dashboard
2. Navigate to Problem > Manage Problem Records to view the list of all the PRs assigned to analyst.
   Figure: Manage Problem Records

There are different columns, tabs, and rows in the list page of Manage Problem Records.

The different tabs on the top display the list of logged PRs assigned to the Analyst for a particular Tenant. Click on individual tabs to view the list of PRs from that Tenant.
Figure: Select tenant

View

Filters allow users to customize the displayed list according to specific criteria, such as PR ID, problem record type, risk, impact, etc. This customization ensures that users can focus on the problem records that are most relevant to their current tasks or responsibilities. Users can quickly identify and address high-priority or critical problem records by applying filters. This helps in managing urgent tasks promptly and avoiding potential service disruptions. Using filters when viewing a problem record list streamlines finding, managing, and prioritizing tasks. It empowers users to make informed decisions, allocate resources efficiently, and maintain an organized and productive workflow.

To add a new Filter, perform the following steps:

1.  Navigate to Service Management > Problem.
   
   
2. Click Problem. Select Manage Problem Records.
   The list of problem records is displayed.
   Figure: Problem records list
   
   
3.  Click Select View to customize the columns.
   The option to add a new view is displayed.
   Figure: Add view
   
   
4.  Click Add New View.
   A list of filters is displayed along with an option to Add Filter.
   Figure: Add new view
   
   
5.  Click Add Filter.
   The Filter by list is displayed.
   Figure: Filter list
   
   
6.  Select the Filter from the search list. Select the conditional operator for the filter.
   Figure: Filter condition
   
   
7.  Click Apply to save the filter.
   
   
8.  Click Save as New View.
   

Advanced Filter

The Advanced filters allow you to define filter conditions at a more granular level with additional filter options.

1. Click Add New View.
   Figure: View - Advanced filter
   
   
2. A pop-up screen appears where you can add new filter sets with conditions to the list page.
   Figure: Add New View
   
   
3. Click Add Filter Set to add a new filter to the Manage Problem Records list page. The following screen appears:
   Figure: Add Filter Set
   
   
4. In the Field section select a column from the dropdown menu to which you want to add new filters.
   Figure: Field
   
   
5. Once you select Field value, the Operator column will populate the corresponding operator values in the dropdown menu. Select the Operator. You can select only one option.
   Figure: Advance filter - Operator
   
   
6. Once you select Operator, the Value column will populate the values in a drop down menu. This is a multi value field and you can select multiple options.
   Figure: Advance filter - Value
   
   
7. Click Apply to implement the newly set advance filters on the list page. 

The following table describes the fields and description of Advance Filter pop-up.

Field Name	Description
Field	Select the field from the available list of options.
Operator	Specify the operator for the condition. Available options are as follows: Is  Is Not Is One Of Is Not One Of Is Anything Is Empty Is Not Empty Dynamic
Value	Specify the field value for the selected operator.
	Click Delete icon to delete any filter conditions.
	Click Add icon to add one more row to add filter conditions.
Clear All	Click Clear All to remove all filter conditions.
Cancel	Click Cancel to remove a specific filter condition.
Apply	Click Apply to remove apply a specific filter condition.

And / Or Filter

The And / Or Filter can be used to set filters with two or more conditions.

And - The "and" filter combines two or more conditions; the result is true only if each condition is true. 

Or - An  "or" filter operation combines two or more conditions, and it returns true if at least one of the conditions is met. 

To set the And / Or Filter, perform the following steps

1. Check the boxes for the filter conditions as shown in the below screenshot:Figure: Advance Filter
   
   
2. Click the Group option. Refer the below screenshot:
   Figure: Group Option
   
   
3. The And / Or option is displayed. A sample screenshot is shown below:Figure: And / Or Filter
   
   
4. Choose the required option and click Apply. If you do not want to apply the And / Or filter, click Cancel.

The applied filters count is displayed on the top of the list page along with filter icon. It will provide a quick reference to the applied filters. A sample screenshot is shown below:

Figure: Filters Count

Filters in individual column

You can apply filters on individual columns as well as per your requirements.

To apply filters on individual columns, perform the following steps:

1. On the list page, click the filter associated with the individual column.
   Figure: Filters - Individual Column
   
   
2.  Specify the filter criteria based on your requirements.
   Figure: Filters - popup
   
   
3. Click the Filter icon to view the following filter options. Select the Match All or Match Any option from the list to filter the data based on the condition selected. The Match All option is selected, by default.
   
   
4. Select the option to compare the data based on the conditions. Available options are as follows:
5. • Starts With
   • Contains
   • Not contains
   • Ends with
   • Equals
   • Not equals
   • Less than
   • Less than or equal to
   • Greater than
   • Greater than or equal to
   • Date is 
   • Date is not
   • Date is before
   • Date is after
   • Active
   • Not Active
     Note

     The following filter options are available for numeric column values:

     • Less than
     • Less than or equal to
     • Greater than
     • Greater than or equal to

     The following filter options are available for date column values:

     • Date is 
     • Date is not
     • Date is before
     • Date is after

     The following filter options are available for toggle switch Active:

     • Active
     • Not Active 
6. You can click Clear to clear the configured filter and click Apply to set the filter condition.

Search

Search a specific PR in the list page by using the Search bar present on top of the Manage Problem Record list page. You can enter the PR ID to search a particular PR.
Figure: Search

Export

Export the current or all the list pages of the PRs in an Excel format using the Export icon.
Figure: Export

Once you click the Export icon, it will give you the options to export all the pages or only the current page in an Excel format.
Figure: Export options

Refresh Interval

You can set the Refresh Interval time for the PR list page to automatically refresh the data. The page automatically refreshes at the set interval which updates the list page to the latest detail.
Figure: Refresh Interval

Once you click the Refresh Interval option, a window pops-up with a dropdown to select the time intervals.
Figure: Time intervals

Once you click a specific tab, the screen displays the list of all the PRs assigned to an Analyst with details.

The following table describes the different columns:

Bulk Update

Analysts can bulk update multiple PRs from the list page by selecting the required PR(s) to update in bulk. You can efficiently update the status or any other field of multiple selected Problem records tickets simultaneously. By selecting a group of PR(s), you can apply changes in bulk, saving time and ensuring consistency across all updates.

To bulk update PRs from the list page itself, perform the following steps:

1. On the list page of PRs, click on the checkbox next to the PR Id to select PR(s).
   Figure: PR selection
   
   
2. Clickicon to bulk update the selected PRs. The number of selected records is displayed above the icon as shown in the below screenshot:
   Figure: Bulk update icon
   
   
3. Once you click icon, then click Bulk Update.
   Figure: Bulk update selection
   
   The following pop-up is displayed.
   Figure: Bulk update pop-up
   
   
4. Select Field from the dropdown menu which you want to update for the selected PR(s). Once you select the Field, the options in Value dropdown menu is displayed as per the selected Field. Refer the below screenshot as an example:
   Figure: Value dropdown
   
   
5. Enable the Override switch, if you want to override the updated values in the selected records.
   
   
6. If you want to update multiple fields in the selected PR(s), clickicon to add another row of field. Refer the below screenshot:
   
   
7. Clickicon to delete any field row that you do not want to update.
   
   
8. Click Apply to update the selected PR(s). If you do not want to update the PR(s), click Cancel.

Note

For the dependent fields to be updated, the system automatically picks up all the fields to be updated and displays them to be updated. For example, in the case of Status set to be Resolved, all the dependent fields will also need to be defined to be updated.
If the override switch is enabled, it will overwrite the values else it will only update the blank fields.

View History

View History allows the Analyst to view the records that have been Bulk updated. When we click View History, the following page is displayed.
Figure: View History

The Result column displays the Total Records Identified in blue,  Valid Records in green, and Invalid Records in Red. The Valid Records can be clicked open for more details as shown below.
Figure: Bulk Update History