Problem

View Problem

Steps:

1. Navigate to the left bar.
2. Click the "Search" icon.
3. Click the link of the problem that you want view.

Create Problem

Steps:

1. Navigate to the left bar.
2. Click the "+" icon.
3. Click the “Create New Problem” button.
4. Enter the information:
   • Category: Category of the problem. To add/edit the list, please refer to Add Category.
   • State:
     • New - Newly created
     • Work In Progress - Problem is assigned to support team and under investigation
     • Closed – Problem is closed.
   • RCA Type: To add/edit the list, please refer to Add RCA Type.
   • Application: Application that owns the problem. Application list is inherited from DBaasNow LifeCycle Manager.
   • Created By: Non editable field. Auto populated to show the creator of the problem.
   • Created On: Non editable field. Auto populated to show the datetime the problem is created.
   • Support Method: Preferred support method. To add/edit the list, please refer to Add Support Method..
   • Related Incident #: Cause of problem.
   • Support Group: Support group owning this problem.
   • Support User:: Support personal owning this problem.
   • Priority: Priority level. To add/edit the list, please refer to Add Priority.
   • Title: Problem short summary. Maximum 100 char is allowed..
   • Description: Details of the problem. .
   • Workaround: Future steps for support team to temporary solve an incident if similar incident happens.
5. Click the “Create” button to save.

Edit Problem

Steps:

1. Navigate to the left bar.
2. Click the "Search" icon.
3. Click the link of the problem that you want to edit.
4. Click the "Edit Problem" button.
5. Modify the information:
   • Category: Category of the problem. To add/edit the list, please refer to Add Category.
   • State:
     • New - Newly created
     • Work In Progress - Problem is assigned to support team and under investigation
     • Closed – Problem is closed.
   • RCA Type: To add/edit the list, please refer to Add RCA Type.
   • Application: Application that owns the problem. Application list is inherited from DBaasNow LifeCycle Manager.
   • Created By: Non editable field. Auto populated to show the creator of the problem.
   • Created On: Non editable field. Auto populated to show the datetime the problem is created.
   • Support Method: Preferred support method. To add/edit the list, please refer to Add Support Method..
   • Related Incident #: Cause of problem.
   • Support Group: Support group owning this problem.
   • Support User:: Support personal owning this problem.
   • Priority: Priority level. To add/edit the list, please refer to Add Priority.
   • Title: Problem short summary. Maximum 100 char is allowed..
   • Description: Details of the problem. .
   • Workaround: Future steps for support team to temporary solve an incident if similar incident happens.
6. Click the “Apply Changes” button to save.

Create Task

The support personal who owns this problem can create a task to other support team to get assistance.

Steps:

1. Navigate to the left bar.
2. Click the "Search" icon.
3. Click the link of the problem that you want to edit.
4. Click the "Add Task" button.
5. Enter the information:
   • Description: Specify the task required.
   • Assigned Group Name: Support group that owns the task.
   • Assigned User Name: Support personal who owns the task.
6. Click the “Create” button to save.

Create Additional Information

This is to tie the problem to a problem management or an incident.

Steps:

1. Navigate to the left bar.
2. Click the "Search" icon.
3. Click the link of the problem that you want to edit.
4. Click the "Add Additional Information" button.
5. Enter the information:
   • Related Incident #: Tie the problem to an incident.
   • Related Change #: Tie the problem to a change.
6. Click the “Apply Changes” button to save.

Close Problem

Steps:

1. Navigate to the left bar.
2. Click the "Search" icon.
3. Click the link of the problem that you want to edit.
4. Click the "Close Problem" button.
5. Enter the information:
   • Close Note: Note for future reference.
   • Closed By: Non editable field. Auto populated to show the user closing the problem.
   • Closed On: Non editable field. Auto populated to show the datetime the problem is closed.
6. Click the “Apply Changes” button to close the problem.