Problem - Definition

Problem Overview

Inline with ITIL standards, Problems have now been included in versaSRS version 5 as an individual component separate from Calls . A Problem is defined as "the unknown cause of one or more incidents" and Problem cases can be created by selecting File >> New >> Problem. In versaSRS a Problem is separate from a Call or RFC though they share many attributes.

A Problem has a required set of fields and a number of possible actions that can take place. To create a new Problem, only the mandatory fields (denoted by a *) must be entered before the Problem can be created. Problems can be edited at any time.

NOTE: For users to be able to create new Problems or edit existing Problems they need to be assigned a Security Profile with the correct level of access.

Problem Details Tab


Issue *	The issue reported by the customer. For Problems logged via email, this field corresponds to the email subject.
Details	A more detailed description of the issue raised. For Problems logged via email, this field corresponds to the email body.
Logged By	This field is automatically populated by the application with the details of the system User who originally logged the Problem. In the case of a Problem logged via email, the field will read System Administrator.
Problem Type	The Type of Problem, selected from the drop down list options.
Received By	The method by which the Problem was received (eg fax), populated from the drop down list options. For Problems logged via email, the list will display Email.
Queue *	The Queue the Problem is to be assigned to, selected from available Queues in the drop down list. For Problems logged via email, the Queue will be governed by whether the destination address (To) can be mapped to a system Queue (based on the Primary Address). Custom routing rules may also control the destination Queue.
Skill Group	The Skill Group the Problem is to be assigned to, selected from available Skill Groups in the drop down list
Owner	The User the Problem is to be assigned to, selected from available Users in the drop down list.
Urgency	The Urgency of the Problem, selected from the drop down list.
Risk	The Risk of the Problem, selected from the drop down list.
Priority *	The Priority to be given to this Problem (sets the required response/resolution time), selected from the available drop down list options.
Key 1	The primary sorting Key for the Problem, selected from the available drop down list options.
Key 2	The secondary sorting Key for the Problem, selected from the available drop down list options.
Key 3	The tertiary sorting Key for the Problem, selected from the available drop down list options.
Due Date *	The date the Problem is due to be completed.
Estimated Solution Date	An estimated solution date, may be earlier or later than above.
Product Type	The Product Type related to the Problem, selected from the available drop down list options.
Product	The Product related to the Problem, selected from the available drop down list options.
Impact	Specifies the severity of the impact of the Problem, selected from the available drop down list options.
Service Area	The Service Area to which the Problem relates, selected from the available drop down list options.
Symptom Code	Specifies the type of symptom related to the Problem, selected from the available drop down list options.
Cause Code	Specified the cause related to the Problem, selected from the available drop down list options.

Client Details Tab

This tab contains the Client Details of the Primary and Secondary Requestors for the Problem. When a Problem is logged via email then the email address will be populated in the Primary Requestor email field.

The Client Details can be configured to auto-populate details of known contacts. For instructions on how to achieve this Click Here.

The fields in the Client Details tab are as follows:


Company	The company that the Primary Requester is from.
First Name *	The Requestors first name.
Last Name *	The Requestors surname.
Email *	The Requestors email address.
Phone	The Requestors phone number.
Division	The Requestors division within the company (if applicable).
Department	The Requestors department within the company (if applicable).
Location	The Requestors location.
Computer	The name of the Requestors computer.
Ticket Status	This field relates to the VIPTag and VIPColor fields in the versaSRS-SMC. When the VIPTag and VIPColor fields are specified in the versaSRS-SMC and the VIPTag text is entered into the Ticket Status field on the Problem, then in the main versaSRS window the Requestors name will be bold and colored as per VIPColor setting.

Assessment Tab

This tab is for Assessment purposes and allows the recording of key factors related to the Problem.


Business Impact Analysis	This fields allows entry of the Business Impact Analysis (BIA) related to the Problem.
Product Loss	If applicable this field allows entry of the Product Loss related to the Problem.
Technical Resources	This fields allows entry for the Technical Resources relavent to the Problem.

Root Cause Tab

This tab is where the Root Cause of the Problem is recorded.


Date Determined	The date when the Root Cause of the Problem is determined.
Time Spent	Time spent determining the Root Cause of the Problem.
Determined By	The user that determined the Root Cause of the Problem.
Root Cause Code	The category of the Root Cause of the Problem.
Known Error	If checked, indicates that the Root Cause is a Known Error.
Root Cause	Text field allowing entry of the Root Cause details.

Workaround Tab

This tab is where the Workaround for the Problem is recorded if applicable. A Workaround is defined as reducing or eliminating the impact of a Problem for which a full resolution is not available.


Date Created	The date when the Work Around of the Problem is determined.
Time Spent	Time spent determining the Work Around of the Problem.
Created By	The user that determined the Work Around of the Problem.
Category	The category of the Work Around of the Problem.
Title	The title of the Work Around.
Workaround	Text field allowing entry of the Work Around details.

Solution Tab

This tab contains the Solution of the Problem (if applicable). This allows a Solution to be entered and viewed easily by users.

The fields in the Solution tab are as follows:


Solution	Allows the solution of the Problem to be entered.
Initial Solution Type	Depending on what is selected it will enable or disable the Send Open/Closed confirmaton checkboxes to suit the circumstance. Applies when creating New Problems only. There are three selections available which are Not Resolved, Workaround and Resolved.
Send open confirmation checkbox	Checking this will cause the Open Confirmation email (set in the Queue Settings) to be sent when the Problem is logged. Applies when creating New Problems only and that the Initial Solution Type is set to either Not Resolved or Workaround.
Send closed confirmation checkbox	Checking this will cause the Closed Confirmation email (set in the Queue Settings) to be sent when the Problem is logged/closed. Applies when creating New Problems only and that the Initial Solution Type is set to Resolved.

Children Tab

This tab contains the list of Problems which have been made a Child or Parent of the Problem.

Links Tab

This tab allows the creation of a link between Problems, Call's and RFC's as well as showing the current links already established. Unlike a Child/Parent relationship a Link does not have to be of the same record type (i.e. Call, RFC, Problem) and is just a connection between two or more entities with no implied hierarchy.

The fields in the Links tab are as follows:


Record Type dropdown box	The type of record that is to be added (i.e. Call, Problem, RFC).
Record ID	The ID number for the record that is to be linked to the Problem.
Add button	Adds the record that has been specified in the previous two fields.
Remove button	Removes the selected linked record from the Problem.
Page left and right arrows	Changes page if the number of links on the Problem requires multiple pages to display.

Forms Tab

This Tab maintains a record of all Forms that have been associated with the Problem, Calls or RFC.

The fields in the Forms tab are as follows:


Refresh button	Refreshes the page showing the most up to date display of the Forms in the Problem.
Select button	Allows selection of a Form to add to the Problem.
Delete button	Removes the Form from the Problem.

Sheets Tab

This Tab maintains a record of all Sheets that have been associated with the Problem, Calls or RFC.

The fields in the Sheets tab are as follows:


Refresh button	Refreshes the page showing the most up to date display of the Sheets in the Problem.
Select button	Allows selection of a Sheet to add to the Problem.
Delete button	Removes the Sheet from the Problem.

Assets Tab

This tab allows the linking of an Asset to a Problem, Calls or RFC as well as showing the current assets that are already linked.

The fields in the Assets tab are as follows.


Asset ID dropdown box	This dropdown box allows the selection of the Asset reference type that will be used to link the Asset.
Asset ID field	This field is where the user enters the ID (as per the selection made in the 'Asset ID dropdown box') of the Asset that is to be linked to the Problem.
Add button	When the ID has been entered the user can click Add to link the Asset to the Problem.
Search button	This can be used to search for Assets that have been created in the system.

Tasks Tab

This tab allows the creation of Tasks as well as listing all of the tasks that have already been created for a Problem. For more information on Tasks click Click Here.

The fields in the Tasks tab are as follows:


Refresh button	Refreshes the page showing the most up to date display of the Tasks in the Problem.
New button	Allows creation of a new Task to add to the Problem.

Billing Tab

This tab allows Billing information to be entered. Billing information can only be edited when performing a Problem Update.

The fields in the Billing tab are as follows:


Company	This drop-down box allows the selection of the Primary or Secondary Requestor to be used as the company to which the billing applies.
No Charge checkbox	Spefied if work done on the Problem is not to be charged for the Company.
No of Transactions	Allows the user to enter the number of transactions that occurs on the Problem.
Estimate	Allows the user to enter an estimated time for resolution.
Time Billed	Allows the user to enter the actual time that will be billed for a single transaction.
Set as Cumulative	This checkbox if checked will set the Time Billed row as the Cumalitive amount.
Cumulative	Sums up the total amount of time worked on the Problem
Audit Log Cumulative	Aggregates the Log Time for Updates to a Problem.
$ Charge	Specifies the amount charged for the Problem if applicable.
$ Quote	Specifies the quote given for the Problem if applicable.
Set As Charge	Sets the $ Quote amount to be the $ Charge amount.
Ref. Num	The billing reference number related to the Problem
Notes	Allows the user to enter plain text notes.

Summary Tab

This tab shows the Printer Friendly view and is a summary of the the main details and correspondence for the Problem.

The fields in the Summary tab are as follows:


Show Comments	If checked will display Comments made within the Problem in the Summary view.
Show confidential comments	If checked will display Confidential Comments made within the Problem in the Summary view.
Show correspondence history	If checked will display the Correspondence History (email correspondence) within in the Problem in the Summary view.
Show Telephone Calls And Meetings	If checked will display the Telephone Calls and Meetings within the Problem in the Summary view.
Refresh button	Refreshes the page to display the most up to date representation of the Summary view. If checking or unchecking the above display options you will need to click Refresh for the change to take effect.
Print button	Prints the Summary view
Show All button	Checks all of the display option fields and refreshes the page.

History Tab

This tab contains the Audit history of the Problem, Calls or RFC.

There are five tabs within the History tab which are as follows:


History	This tab shows all of the available audit log history for the Problem
Comments History	This tab shows the audit log history for Comments only.
Correspondence History	This tab shows the audit log history for Correspondence only.
Alert History	This tab shows the audit log history for Alerts (i.e. Due Date Alert etc.) only.
Attachments	This tab shows all of the attachments on the Problem.

Problem Overview

See Also