Relating Items to the Problem
It is possible to link to the Problem a series of information, such as release, knowledge, services related, and others.
Before getting started
The information link can occur throughout the entire lifecycle of the Problem, this way, it can - and should - be used at any time, if necessary.
However, it is necessary to have access to a Problem.
Procedure
- Access the main menu Process > Problem Management > Problem;
- To inform additional data, select the capture option , or problem view;
- To view the information about specific fields, click on the tabs: Requester, Incidents, and Problem;
Relate Incidents
- To link Incidents, click on the area of the same name and then on the "Add" icon, being necessary searching and selecting the incident that will be linked. It will be also available the possibility of creating an incident and from this problem, when clicking on the "Register" icon and complete the data necessary.
✅ Rule: When linking or registering the incident and saving the problem, a notification will be triggered in the e-mail and on the screen of the current responsible for the incident. However, this notification will be only sent if the incident has already been captured by its executor, moreover, if it is not captured and designated to the responsible, there will be no notification. The notification sending mentioned above is automatic, without the need for parameterization.
Relate Configuration Items
- To link Configuration Items, click on "Related CI" and then on "Search Configuration Item". Search and click on "Select" to complete the operation. Therefore, it is possible to click on the "Services" icon, link it to the same problem, and click on the icon "Info", it will be possible to view all information to the CI that is linked;
Relate Change
- To link Change, click on the "SOLUTION" phase, and in the "Changes" tab, you can search for the Change number or even register a new Change. After the link you can edit the Change. In addition, you can observe the "Configuration Items" by clicking on the icon of the same name. To remove the link from the Service, just click on the "Remove" icon and confirm the operation;
Relate Services
- Clicking on the "Related Services" area, it will be presented the service related to the problem (if it has already been linked) with some available actions. The "Service Map" view is displayed by clicking on the icon of the same name, besides, it is possible to note the "Configuration Items" when clicking on the icon of the same name. Now, to remove the Service link, just click on the icon "Remove" and confirm the operation;
💡 Tip: If there is any service-related, it is possible to link a new service to the problem, just click on the "Related Services" area and then on the "Add Service". Therefore, it is necessary to select the service you want and click on it.
Relate Release
- To link Release, click on the area of the same name, then click on the search field and select the release you want. If you want to register a new release, click on "Register" and complete the data;
Relate others Problems
- To link other Problems, click on the area of the same name and then on the search field and select the problem you want. If you want to create a new problem to be related, to just click on "Register" and complete the necessary data;
Relate Knowledge
- To link a Knowledge, click on the area of the same name, then on the search field and select the knowledge you want. If you want to create new knowledge, click on "Register" and complete the necessary data.
Save Changes
- Click on "Options" and then on "Save and advance flow" or "Save and keep current task". This last option makes it possible to not advance to the next phase of the problem.