![]() ![]() The related tab shows ITSM objects related to the problem, for example, incidents, changes, and configuration items. The details tab is used to show the requester, assignee, priority, site, and department. The toolbar allows you to format content, embed videos, and add links and attachments. You can also click the grey text icon in the lower right of the rich text field to display a toolbar you can use to format content in the field. The Notes tab contains a rich text field where you can add information about the problem. The tabs at the bottom of the details page provide information specific to the open problem, such as: In addition to using the rich-text field toolbar to format content, you can use it to embed videos, such as Vimeo, YouTube, or Microsoft Stream videos.įrom the Problems index page you can click on the title of any problem to open its details page. Click the grey text icon in the lower right of a rich text field to display a toolbar you can use to format content in the field. By evaluating tools and processes that identify underlying conditions or issues you prevent a greater problem.Īt a minimum, enter all required data into mandatory fields (designated by a red asterisk).Īs recommended above, add as much detail as possible and attach relevant items. By defining the root cause, symptoms, and workaround, you are adopting a proactive approach to problem management. If you are adding a new problem, enter as much detail as possible and attach any relevant items. ![]() A release is sent out to update all affected users of the change that will take place and includes time and date. The IT department ascertains it is time to update the servers with a new OS. The IT department determines it is best to replace all such printers to avoid future issues. When reviewing asset-related reports you recognize a higher than average number of incidents related to the HP x001 series printers. Replacement of the new internet provider could result in the release of new services.Ĭhange. The Problem could result in the decision to replace the internet provider with a new company. Multiple Incidents regarding a network outage can result in creation of a Problem. For example, these relationships can provide you with information on how assets and individuals work together and affect each other. This provides an overall view of the workings of your organization. SolarWinds strongly recommends creating relationships to associate all problems, changes, and releases. To access problem management reports, navigate to Analytics > Reports > Problems/ Changes/Releases. You may also decide to no longer purchase this specific printer if you see a history of issues with this asset. For example: In the case that multiple incidents are created regarding problems with a specific printer (asset), you may decide to replace the printer rather than fix it. Using SWSD that focus on incidents and problems, you can see the history of your company assets. See Create a new problem for more information. For example: If you notice 15 individual users created incidents that relate to the inability to connect to the internet, you can therefor create one problem that the internet at a specific site is currently down. It is easier to manage one problem versus many incidents. Help reveals additional information and a tutorial on how to better understand your tasks. ![]()
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