Use > Problem Management > Problem Management workflows and user tasks > Update a problem

Update a problem

Part of Workflow(s): Problem Management: Categorization

Problem Management: Investigation

Problem Management: Resolution

Problem Management: Review

Applies to User roles: Problem Analyst

Problem Coordinator

Problem Manager

You may need to update problem records many times. Typically, you add relevant information to the Activities tab to describe the work you performed to resolve the problem. The Activities tab provides you with information about the work other operators have performed to resolve the problem. You can use the Activity tab to view the history of other activities, such as when the record opened or when the status of the record changed.

You should record all the investigation activities in the known error to track the effort associated with the problem, task, or known error. After the current activities for a phase are complete, you advance the known error record to the next phase.

To update a problem, follow these steps:

  1. Click Problem Management > Search Problems.
  2. Use search or advanced search to find one or more records.
  3. Select an existing problem from the record list.
  4. Click Refresh to synchronize the data.
  5. To document test results provided by the Problem Analyst, follow these steps:
    1. In the Investigation and Resolution tab, enter a detailed update in Suggested Workaround field. Include the necessary actions to implement the solution and any possible risks.
    2. Enter the following information to document the estimated costs and resources:
      • The estimated number of days to apply the fix
      • The estimated costs
    3. In the Affected Configuration Items tab, click the Fill icon to select any affected CIs.
    4. If the solution needs to be implemented through the Change Management process, open a change request.
  6. In the Activities tab, select the applicable update type in the New Update Type drop-down list.
  7. In the New Update field, type the description of the update.
  8. Consider whether the priority of resolving this problem has changed. If you need to update the priority of this record, select the Categorization tab, and then follow these steps:
    • Update the Impact, if necessary.
    • Update the Urgency, if necessary.
  9. Consider whether the problem needs further investigation. If so, update the Status field to Deferred.
  10. Click Save & Exit.

Note You can add parts and labor costs tracking to an incident, problem, change, or request or to any associated task of a record. To do this, navigate to the Cost tab, specify the currency, and then specify the date, part number, and quantity for any parts used.  Alternatively, specify the date, technician name (used to derive the rate from the operator record), and hours worked for any labor. Service Manager will automatically calculate and roll up costs from any sub tasks into the Total cost field on the Costs tab.

Note

  • If you update the workaround before the Problem Analyst is finished diagnosing and testing, make sure you notify the Problem Analyst.
  • If any outstanding incidents matched the problem, notify the Incident Analyst.