Problem Management - Cronologia

Francesco.bertuletti: /* Notifications */

2017-05-07T15:21:08Z

‎Notifications

Francesco.bertuletti il 14:59, 7 mag 2017

2017-05-07T14:59:44Z

Andreas.munteanu: /* Services */

2016-05-09T13:40:30Z

‎Services

Maxime.sottini: /* Examples of use */

2015-05-24T09:25:44Z

‎Examples of use

Maxime.sottini: Maxime.sottini moved page DProblem Management to Problem Management without leaving a redirect

2015-05-14T10:43:23Z

Maxime.sottini moved page DProblem Management to Problem Management without leaving a redirect

Maxime.sottini: /* Close a problem as a technical team member */

2015-05-14T10:42:56Z

‎Close a problem as a technical team member

Maxime.sottini: /* Examples of use */

2015-05-14T10:10:20Z

‎Examples of use

Maxime.sottini: /* Analyse and resolve a problem as a technical team member */

2015-05-12T16:08:31Z

‎Analyse and resolve a problem as a technical team member

Maxime.sottini: /* Notifications */

2015-05-12T15:54:31Z

‎Notifications

Maxime.sottini: /* Examples of use */

2015-05-12T15:53:48Z

‎Examples of use

@@ Riga 477: / Riga 477: @@
 |-
-|An ''[[Glossary|incident]] ''is cancelled || The ''[[Glossary|problem]] ''creator, the requester, the service manager, the problem owner || Alert that the ''[[Glossary|problem]]'' has been cancelled.
+|An ''[[Glossary|problem]] ''is cancelled || The ''[[Glossary|problem]] ''creator, the requester, the service manager, the problem owner || Alert that the ''[[Glossary|problem]]'' has been cancelled.
 |}

@@ Riga 391: / Riga 391: @@
 |}
-Fields can be mandatory to save the ''[[Glossary|incident]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.
+Fields can be mandatory to save the ''[[Glossary|problem]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.
 == Views ==

@@ Riga 270: / Riga 270: @@
 {| class="wikitable"
-! ''[[Glossary|Incidents]]'' domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''
+! [[Glossary|Problem]] domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''
 |-

@@ Riga 528: / Riga 528: @@
 # Activate the '''''Self Service''''' menu
 # Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Problem" as ''self service request ''(this determines the creation of a new ''[[Glossary|problem]]'')
-#Fill the ''[[Glossary|problem]]'' form, at least with mandatory form and save with the '''SAVE''' command
+#Fill the ''[[Glossary|problem]]'' form, at least with mandatory fields, and save with the '''SAVE''' command
 You have now saved the ''[[Glossary|problem]]'', take note of the ''[[Glossary|ticket]]'' number for further reference or use.

@@ Riga 534: / Riga 534: @@
 #Login as "servicemanager"
 # Open the the desired ''[[Glossary|problem]]''; you can do it quickly either by
-#* Access the ''[[Glossary|views]]'' in the ''<u>Tickets</u>'' window of the home page and pick a ''[[Glossary|problem]]'' among those listed in ''[[Glossary|workflow status]]'' "Requested"
+#* Access the "Problems Requested" ''[[Glossary|view]]'' in the ''<u>Tickets</u>'' area of the home page and pick a ''[[Glossary|problem]]''
 #* Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|problem]] ''in'' [[Glossary|workflow status]] ''"Requested"'' ''among those listed
 #* Insert the reference number of a ''[[Glossary|problem]]'' in ''[[Glossary|workflow status]]'' "Requested" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
@@ Riga 566: / Riga 566: @@
 #* Insert the reference number of a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Major Problem Review" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
 # Update some fields (e.g. <u>Comments</u>, or add a review report as attachment)
-#  Pressing the '''SAVE & NEXT '''command, choose the "" ''[[Glossary|workflow transition]]''
+#  Pressing the '''SAVE & NEXT '''command, choose the "1. Close" ''[[Glossary|workflow transition]]''
 The ''[[Glossary|problem]]'' is now in workflow status "Closed".
-=== Close a ''[[Glossary|problem]]'' as a technical team member ===
+=== Close a ''[[Glossary|problem]]'' as a problem owner ===
-# Login as "finaluser"
+# Login as a ''[[Glossary|user]] ''owning a ''[[Glossary|problem]] ''(see assign a ''[[Glossary|problem]] ''for resolution as a service manager described previously) which is not major
-# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
+# Open the the desired ''[[Glossary|problem]] ''(one which is not major); you can do it quickly either by
-#* Access the "Incident resolved" ''[[Glossary|view]] ''in the ''Tickets ''window of the home page and pick an ''[[Glossary|incident]] ''among those listed
+#* Access the "Problems resolved" ''[[Glossary|view]] ''in the ''<u>Tickets</u> ''area of the home page and pick a ''[[Glossary|problem]] ''among those listed where the ''[[Glossary|user]]'' is owner
-#* Insert the reference number of an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]]''"Resolved" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
+#* Insert the reference number of an ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Resolved" where the ''[[Glossary|user]]'' is owner in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
-# Close the ''[[Glossary|incident]] ''by
+# Close the ''[[Glossary|problem]] ''by
 #* Pressing the '''SAVE & NEXT '''command
-#* Choose the "1. Close" ''[[Glossary|workflow transition]]''
+#* Choosing the "1. Close" ''[[Glossary|workflow transition]]''
-The incident is now in ''[[Glossary|workflow status]] ''"Closed".
+The ''[[Glossary|problem]]'' is now in ''[[Glossary|workflow status]] ''"Closed".

← Versione meno recente	Versione delle 10:43, 14 mag 2015
(Nessuna differenza)

@@ Riga 232: / Riga 232: @@
 |-
-| "Resolved" || "Major Problem Review" || Problem owner, service manager. ||This ''[[Glossary|workflow transition]]'' is available only if the field <u>Major Problem</u> is set to "Yes".
+| "Resolved" || "Major Problem Review" || Automatic ||The ''[[Glossary|workflow transition]]'' is automatically performed when the field <u>Major Problem</u> is set to "Yes".
 |-
@@ Riga 462: / Riga 462: @@
 |-
-|A ''[[Glossary|problem]] ''review shall be executed || Problem owner, service manager || Alert that a ''[[Glossary|problem]]'' review is to be done.
+|A ''[[Glossary|problem]] ''review shall be executed (the ''[[Glossary|problem]]'' is in ''[[Glossary|workflow status]]'' "Resolved" and the Major Problem field is set to "Yes") || Problem owner, service manager || Alert that a ''[[Glossary|problem]]'' review is to be done.
 |-
@@ Riga 538: / Riga 538: @@
 #* Insert the reference number of a ''[[Glossary|problem]]'' in ''[[Glossary|workflow status]]'' "Requested" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
 # Assign the key roles
-#* Fill the ''[[Glossary|problem]] ''form with <u>Owner</u>, <u>Master SG</u>, <u>Solution Group</u> and <u>Ticket Worker</u>
+#* Fill the ''[[Glossary|problem]] ''form with <u>Owner</u>, <u>Solution Group</u> and, may be, <u>Master Solution Group</u>, <u>Ticket Worker</u>,
-#*  Pressing the '''SAVE & NEXT''' command
+#*  Pressing the '''SAVE & NEXT''' command, choose the "1. Assign ticket" ''[[Glossary|workflow transition]] ''
 The ''[[Glossary|problem]]'' is now in ''[[Glossary|workflow status]]'' "Problem Assigned".
 === Monitor and control a ''[[Glossary|problem]] ''as problem owner ===
-# Login as "sdspecialist" (therefore as a service desk member)
+# Login as a ''[[Glossary|user]]'' owning a ''[[Glossary|problem]]'' (see assign a ''[[Glossary|problem]]'' for resolution as a service manager described previously)
-# Open the the desired''[[Glossary|incident]]''; you can do it quickly either by
+# Open the desired ''[[Glossary|problem]]''; you can do it quickly either by
-#* Access the''[[Glossary|views]]''in the''Tickets''window of the home page and pick an''[[Glossary|incident]]''among those listed in''[[Glossary|workflow status]]''"In Charge"
+#* Access the ''[[Glossary|views]] ''in the ''<u>Tickets</u> ''area of the home page and pick a ''[[Glossary|problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the ''[[Glossary|user]]'' is owner
-#* Access the'''''Incident/Incident active'''''menu and pick an''[[Glossary|incident]]''among those listed in''[[Glossary|workflow status]]''"In Charge"
+#* Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the ''[[Glossary|user]] ''is owner
-#* Insert the reference number of an''[[Glossary|incident]]''in''[[Glossary|workflow status]]''"In Charge" in'''Quick Search''', after selecting the''[[Glossary|search context]]''"Ticket"
+#* Insert the reference number of a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the ''[[Glossary|user]] ''is owner in '''Quick Search''', after selecting the ''[[Glossary|search context]]''" Ticket"
-# UpdateSolution Groupfield with the technical team you want to assign
+# Update some fields (e.g. <u>Analysis</u> or <u>Solution</u>)
-# Save with the'''SAVE'''command
+# Pressing the '''SAVE & NEXT '''command, choose a transition to update the ''[[Glossary|workflow status]]''
 === Analyse and resolve a [[Glossary|problem]] as a technical team member ===
-# Login as a technical team member (for available logins, refer to the [[Incident Management|<nowiki/>]][[Problem Management#Roles|role]] section of this page)
+# Login as a technical team member working on the ''[[Glossary|problem]]''  ([[Incident Management|<nowiki/>]]<nowiki/>see assign a ''[[Glossary|problem]]'' for resolution described previously)
 # Open a ''[[Glossary|problem]] ''in status'' ''"Problem in Analysis"; you can do it quickly either by
 #* Access the ''[[Glossary|views]] ''in the ''<u>Tickets</u> ''window of the home page and pick a ''[[Glossary|problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Problem in Analysis"
-#*  Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Problem in Analysis" among those listed
+#*  Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Problem in Analysis"
-#* Insert the reference number of a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]]''"Problem in Analysis" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
+#* Insert the reference number of a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Problem in Analysis"
 # Optionally update ''[[Glossary|problem]] ''information (for example <u>Analysis</u> and <u>Solution</u> fields)
 # Save the problem by pressing '''SAVE''' command
-# Send a message to the problem owner to notice you have completed the analysis and found a solution (use the tab <u>''Messages''</u> of the ''[[Glossary|ticket]]'').
+# Send a message to the problem owner to notice the progress you made (use the tab <u>''Messages''</u> of the ''[[Glossary|ticket]]'').
 === Perform a major ''[[Glossary|problem]]'' review as a service manager ===
-# Login as a technical team member (for available logins, refer to the [[Incident Management|Role]] section of this page)
+# Login as "servicemanager"
-# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
+# Open the the desired ''[[Glossary|problem]]''; you can do it quickly either by
-#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
+#* Access the ''[[Glossary|view]] ''"Major Problem to Review"in the ''<u>Tickets</u> ''window of the home page and pick a ''[[Glossary|problem]] ''
-#*  Access the '''''Incident/Incident active '''''menu and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
+#*  Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|Problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Major Problem Review"
-#* Insert the reference number of an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]] ''"In charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
+#* Insert the reference number of a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Major Problem Review" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
-# Press '''SET ME AS TICKET WORKER''' command
+# Update some fields (e.g. <u>Comments</u>, or add a review report as attachment)
-#  Press '''SAVE''' command
+#  Pressing the '''SAVE & NEXT '''command, choose the "" ''[[Glossary|workflow transition]]''
 === Close a ''[[Glossary|problem]]'' as a technical team member ===

@@ Riga 463: / Riga 463: @@
 |-
 |A ''[[Glossary|problem]] ''review shall be executed || Problem owner, service manager || Alert that a ''[[Glossary|problem]]'' review is to be done.
 |-
 |An ''[[Glossary|problem]] ''is resolved || The ''[[Glossary|problem]] ''creator, the requester || Alert that the ''[[Glossary|problem]] ''is resolved.
 |-

@@ Riga 531: / Riga 531: @@
 === Create and request a new ''[[Glossary|problem]] ''as a technical team member ===
-# Login as "finaluser" ''[[Glossary|user]]''
+# Login as "appspecialist" ''[[Glossary|user]]''
 # Activate the '''''Self Service''''' menu
-# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Incident" as ''self service request ''(this determines the creation of a new ''[[Glossary|incident]]'')
+# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Problem" as ''self service request ''(this determines the creation of a new ''[[Glossary|problem]]'')
-#Fill the ''[[Glossary|incident]]'' form, at least with mandatory form and save with the '''SAVE''' command
+#Fill the ''[[Glossary|problem]]'' form, at least with mandatory form and save with the '''SAVE''' command
-You have now saved the ''[[Glossary|incident]]'', take note of the ''[[Glossary|ticket]]'' number for further reference or use.
+You have now saved the ''[[Glossary|problem]]'', take note of the ''[[Glossary|ticket]]'' number for further reference or use.
 === Assign a ''[[Glossary|problem]]'' for resolution as a service manager ===
-#Login as "sdspecialist" (therefore a service desk member)
+#Login as "servicemanager"
-# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
+# Open the the desired ''[[Glossary|problem]]''; you can do it quickly either by
-#* Access the ''[[Glossary|views]]'' in the ''<u>Tickets</u>'' window of the home page and pick an ''[[Glossary|incident]]'' among those listed in ''[[Glossary|workflow status]]'' "Opened"
+#* Access the ''[[Glossary|views]]'' in the ''<u>Tickets</u>'' window of the home page and pick a ''[[Glossary|problem]]'' among those listed in ''[[Glossary|workflow status]]'' "Requested"
-#* Access the '''''Incident/Incident active '''''menu and pick an ''[[Glossary|incident]] ''in'' [[Glossary|workflow status]] ''"Opened"'' ''among those listed
+#* Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|problem]] ''in'' [[Glossary|workflow status]] ''"Requested"'' ''among those listed
-#* Insert the reference number of an ''[[Glossary|incident]]'' in ''[[Glossary|workflow status]]'' "Opened" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
+#* Insert the reference number of a ''[[Glossary|problem]]'' in ''[[Glossary|workflow status]]'' "Requested" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
-# Take in charge the ''[[Glossary|incident]]'' by
+# Assign the key roles
-#* Pressing the '''SAVE & NEXT''' command
+#* Fill the ''[[Glossary|problem]] ''form with <u>Owner</u>, <u>Master SG</u>, <u>Solution Group</u> and <u>Ticket Worker</u>
-#* Choose the "1. Take In Charge" ''[[Glossary|workflow transition]] ''
+#*  Pressing the '''SAVE & NEXT''' command
-#* Fill the ''[[Glossary|incident]]'' form and save with the '''SAVE''' command
+#* Choose the "1. Assign ticket" ''[[Glossary|workflow transition]] ''
-The incident is now in ''[[Glossary|workflow status]]'' "In Charge".
+The ''[[Glossary|problem]]'' is now in ''[[Glossary|workflow status]]'' "Problem Assigned".
 === Analyse and resolve a [[Glossary|problem]] as a technical team member ===