Problem Management: Process Focus
SupportDesk enables the streamlined management of links between related Problem and Incident records, as well as the interrogation of the Known Error Database for efficient issue resolution. Here’s how…
SupportDesk 2017’s Problem Management functionality includes:
- Quick generation of a Problem from an Incident.
- Linking of Incidents and Problems.
- Development of a Known Error Data Base (KEDB) to facilitate faster Incident resolution.
- Searching of the KEDB from the dashboard or the Incident.
- Incident creation directly from the KEDB.
- Workaround/solution update from KEDB to Incident.
- Tracking of Problem review status and cost.
- Problem closure analysis and linking to Changes.
SupportDesk enables you to raise linked Problems from Incident records, raise new Linked Incidents from a Problem, and search the Known Error Database.
From the Incident call logging screen, either the Known Error database can be searched in order to determine if records already exist for the associated issue, or the ‘Raise New Linked Problem’ button can be clicked which takes the user to the New Problem Screen and carries over the fields: Type, Sub-Type and Service and Asset.
Search the Known Error Database from an Incident.
The KEDB consists of calls in the Problem folder that have been flagged as “Known Problems”. The flag may be set on any problem irrespective of status, the main criteria being that the problem has a recorded workaround/Solution and is still valid. When the button “Search the known Error Database” is clicked on the Incident the user is presented with a set of search criteria. Some of which may have already been completed based on the current Incident.
If the KEDB entry is appropriate for the underlying Incident the user can select the button “Copy KEDB Solution to Incident” which returns the user back to the Incident with the Solution in place and also links the calls.
Search the KEDB from the Dashboard.
With SupportDesk’s drag and dropd Dashboard Designer, a button for searching the KEDB can be easily added to the analyst or Proble Manager dashboard. When the button is clicked, the first screen that is presented is the generic search selection which allows multiple search criteria to be selected. In the example below the user has simply selected to search for entries in the KEDB which have the “Accounts” service:
Activating the seach shows those problems that match the criteria:
And upon opening the selected Problem the user now had a new option to “Raise New Linked Incident” which allows a new Linked Incident to be raised with the data from the Problem carried over and the Problem and Incident automatically linked:
The Integration between Incident and Problems allows the automatic closure of Incidents that are linked to a Problem, when that problem is Resolved or Closed. In the example below we can see that Problem 3 is linked to Incidents 5 and 7. In this case a Workaround has been found for the Problem which can be moved to a status of “Work Around – No RFC” and the Workaround changed to a Solution:
Once this has been updated the linked incidents are automatically closed and the solution set to that from the problem.
Have What Works for You
SupportDesk is a highly flexible tool, and so the ability to design a Problem Management process that works for your organisation is something that our customers really benefit from: it may be that you need a simple process, with Problems moving from Unknown Error to Known Error with few stages. Or you might require a detailed flow with multi-level SLAs, Incident Linking and KEDB interrogation. It really is whatever works for you!