The life cycle of a Problem
The role of problem management is to manage the lifecycle of problems, from their creation to their closure.
There are many phases to Problem Management, and each is vital to its success and the quality of services it provides. The following diagram illustrates the different states:
Problem states
| State | Description |
|---|---|
| New | The Problem has been logged but not yet investigated. |
| Assess | The Problem has been assigned and is under investigation. Approval will be sent to assigned to user and comment will be added in problem approval section. |
| Root Cause Analysis | Probable root cause analysis (RCA) provides a list of probable root causes for alerts. This capability uses existing data in IT Service Management to help you determine the root cause of an issue. |
| Fix In Progress | This status indicates that Fix is being worked on to resolve this problem. |
| Resolved | To prevent future occurrences of this incident, a satisfactory fix is provided. |
| Closed | When the Problem has been in the Resolved state and it has been determined that it has been satisfactorily resolved, it will move to the closed state. |
Custom Actions
Inside the Problem form we have 4 Custom Actions:
- Create Change Request.
- Publish Work Around.
- Unpublish Workaround.
- Knowledge Article.
Create Change Request
If you want to create a change request for the problem you just need to click on the “Create Change Request Button” on the top Ribbon to create the change, so new change will be created with unique change request id, and it will redirect into the change request.
And a notation will be added to the timeline.
Publish Work Around
To Publish the work around click On Publish Work Around Button on top Ribbon. Then the workaround will be published, and the state will convert into Draft, and notification is sent to related incidents that a workaround is available. After clicking on the button popup will appear.
After clicking on the button popup will appear.
Unpublish Work Around
After Publishing the work around an” Unpublish Work Around Button” will be visible on top ribbon. if the Problem Manger wants to further add some other work comments. By just clicking on the “Unpublish Work Around Button” the work around field is now editable and State is listed as Draft.
And a popup appears. Click on Ok Button so the work around field is now editable and State is listed as Draft.
Knowledge Article
In Problem we have knowledge article button from where we can directly create knowledge and capturing few field (Category, Subcategory, Problem Statement, resolution notes) from problem form.
The knowledge Article button will be visible when the states are Root Cause Analysis or Resolved.
