|
Siebel HelpDesk Guide > IT Service Management Solution Set >
Adding Problem Records
All related incident records are associated with the problem record through the Incident view tab. When the problem record is closed, the child incidents can be closed by clicking the Close Incidents button. Problem records help agents to determine the impact of a failing component as well as the amount of effort required to recover that component. To create useful problem records, HelpDesk agents must determine the problem's category, impact, urgency and priority. You can view all problem records from the Service Requests - HelpDesk view by selecting All Problems from the Queries drop-down list. To add problem records
- Navigate to the Service Requests screen > Service Requests - HelpDesk view.
- In the Service Requests - HelpDesk list create a new record and complete the necessary fields.
Some fields are described in the following table.
|
|
SR Type |
Select Problem. |
Problem # |
The problem number is automatically generated when the user selects the problem title. The HelpDesk agent clicks the Problem # link to see all the problems that affect the IT infrastructure system. The agent matches the problem through the Area and Sub Area fields. |
Problem Title |
A problem is a grouping of incidents within the overall IT infrastructure. Select the problem title (or create a new one) that matches against possible known errors or add an appropriate title—for example Email Exchange Server. Agents use the Problem Title field to see the impact of the problem on the IT infrastructure by seeing how many incidents have been assigned to the problem so far. |
Impact |
Describe the impact the problem has on the IT infrastructure, for example High, Medium, or Low. How the Impact field is set affects the Recommended Priority. |
Urgency |
Describe the urgency the incident has to the IT infrastructure, for example High, Medium, or Low. How the Urgency field is set affects the Recommended Priority. |
Recommended Priority |
Automatically assigned by how the Impact and Urgency fields are described. For example, if the Impact field is Medium and the Urgency field is set to High, the Recommended Priority field is then automatically set to 2-High. |
User Priority |
Describes the priority for the problem as set by the user. The Recommended Priority may or may not be the same as the User Priority. |
Agent Priority |
Describes the priority for the problem as set by the agent. The Recommended Priority may or may not be the same as the User Priority. |
To view all incident records that are associated to a problem record
- Navigate to the Service Requests screen > Service Requests - HelpDesk view.
- In the Service Requests - HelpDesk list, select the record, and then click the Problem title link.
- In the HelpDesk Service Request screen, click the Incidents view tab.
All the incident records that are associated with the problem record appear. From here you can close incident records by clicking the Close Incidents button.
|
