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Version: 1.12.1

Process Problems

The following diagram illustrates the state model of problems.

State description​

The following table lists and describes the states available for problems.

StateDescriptionAvailable transitions
RegisteredThe problem is detected and recorded, but not yet categorized.
  • Assigned
  • In progress
  • Completed
  • Known error*
AssignedThe problem is categorized and assigned to a relevant person or group.
  • In progress
  • Postponed
  • Completed
  • Known error*
In progressThe agent started working on the problem.
  • Assigned
  • Postponed
  • Completed
  • Known error*
PostponedResolution of the problem is postponed for a known period. If the problem affects business functions, it must at least have a temporary workaround.
  • Assigned
  • In progress
  • Known error*
Known ErrorThe problem automatically transitions into this state if:
  • A user added an Actual or Fixed known error to the problem record and saved it.
    OR
    The known error record related to the problem is approved and becomes Actual.
  • AND the problem is not in the Completed or Closed state.
This state cannot be manually selected in the State field.
  • Registered
  • Assigned
  • In progress
  • Postponed
  • Closed
CompletedThe work on the problem is Completed when the agent has come up with a permanent solution for the issue. In this case, the state has to be changed to Completed, so that the caller could perform the testing. If the tests are successful, the problem has to be Closed.
  • Assigned
  • Closed
ClosedAfter the problem is resolved, it has to be Closed. Only a problem manager can do it.

* Only automatic transition to this state is possible, when an Actual or Fixed known error is attached to the problem.

Assign and update problems​

To assign a problem, follow these steps:

  1. Navigate to Problem Management → All Problems.
  2. Open the problem you need to assign.
  3. Click the magnifier icon next to the Assigned group or Assigned user field.
  4. Select the responsible person or group to assign the problem.
  5. Click Save or Save and exit to apply the changes.

To update a problem, follow these steps:

  1. Navigate to Problem Management → All Problems.
  2. Open the problem you need to update.
  3. Change the fields as required.
  4. Click Save or Save and exit to apply the changes.

Closure information​

Based on the state model, the problem has to be closed when it has been fully processed. The Closure Information tab appears when the problem state is Completed.

FieldMandatoryDescription
Complete originatorsNSelect this checkbox to make the originators related to this problem be completed along with it.
Closure codeYSpecify a closure code:
  • Solved 1st Level – Service agents of the 1st level solved the problem without functional or hierarchical escalation.
  • Solved 2nd Level – Service agents of the 2nd level solved the problem (service agents of the 1st level were unable to solve it).
  • Not solved (Refused) – Agents could not reproduce the problem and did not find any dysfunction.
  • Not solved (Dropped) – When the entity is not a problem.
Closure notesYSpecify some notes summarizing the implementation process.