Executing Problem
This functionality allows executing the problem.
In this step, are made the classification of the problem and the designation of the appropriate area to handle the problem according to the IT Service Catalog.
It is necessary to link the problem to existing incidents and register the problem to facilitate prioritization of problem-solving, evaluate the impact on business, and determine the urgency of the solution.
This evaluation determines the classification of the problem.
Before getting started
It is necessary to have problems registered to execute them.
Procedure
- Access the main menu Processes > Problem Management > Problem;
- Find the problem you want to execute, click on "Open" and confirm the assignment of a task to your user;
- In the "Diagnosis" area, for a better understanding and investigation of the problem, you can perform the following activities:
⚠️ Attention!
Users using version 7: the associated error message and Diagnostic fields that already contained information, will now appear in version 9 on the Evaluation and Diagnostics tab within the Diagnostics area. If you do not have information in these fields in previous versions, this tab will not appear in version 9.
- Create a Kanban or link an existing one.
- To create a new Kanban, you need to click on "+ Workspace" and complete the data available, such as title, select the users responsible for the execution of the problem, and others. To link a Kanban already created, just click on the other icon, related to the Workspace.
⚠️Attention!
When linking an existing Kanban, if the user does not have permission to access a particular Workspace, the system will display a message informing you. The user must then request permission in Workspace and Sprint or create a new Kanban framework.
- Register any known error in order to enable the evaluation by the responsible team, and the diffusion of your solution to the ones interested.
- Therefore, it is necessary, in the "Known Error" tab, to click on "Add Workaround" and describe the relevant information;
💡 Tip: It is possible to register more of a solution to the "Workaround" item.
💡 Tip: The workaround registered here can be viewed in the "Ticket" screen when linking the problem to the ticket.
In the "Attachments" tab, it is possible to upload the files you want;
- In the "Notes" tab, it is necessary to register the information necessary.
4. In the "Solution" area, fields will be available to describe the process and a solution to the problem. Here are they:
- Create a Kanban, with the information mentioned above;
- It is possible to create a new change relating to the problem solution by clicking on "Register Change" (available in the "Change" tab) and completing the field necessary, or even link to the problem, a change already registered, when clicking on the search field and select the change you want;
- It is also possible to attach files and register notes in this step of the problem execution.
📌 IMPORTANT!
The Definitive Solution tab will only be available (in version 9), in problems that already had a definitive solution registered in version 7.
5. In the "Review and Closure" area, it will be allowed to specify the details of the problem solution and lessons learned with it, through the following actions:
- In the "Review" tab, select the option about the successful closure of the problem;
- In "Serious Problem Review", it is possible to complete the fields with the actions taken to correct the problem and the improvements to be deployed to avoid its subsequent occurrence, among others;
- In the "Simple" tab, it is possible creating a Kanban;
- In "Lessons learned", when clicking on "Add", it will be possible to select and link knowledge to decimate the instructions to facilitate the solution of future problems.
- It is also possible to attach files and register notes in this phase of the problem execution.
- In the "Closure" tab, it is possible to choose the status where the problem is (Registered, Solved, or Canceled). If you choose the last two options, you will need to choose the cause and category of the solution, as well as describe the information needed to close the problem.
6. Click on "Operations" and then on "Save and keep current task" to register the execution and not advance the activity flow or select "Save and advance flow" to close the task and direct it to the next phase of the flow.