Problems
Incidents get service back quickly. Problems find out why the same thing keeps breaking, give agents a workaround while the cause is open, and make sure the real fix happens.
Problems come with the Problem Management plugin, built on Service Configuration and Incident Management: most problems start from incidents, and the causes and categories are the same lists. In the sidebar it has Problems and Known errors under it.
Who can use it
Needs the Problem Management plugin, built on Service Configuration and Incident Management.
| Who | Can |
|---|---|
| Agent | Read problems and known errors, open problems, and link incidents and cases to them. |
| Problem Manager | Everything: investigate, set the owner and status, merge, close, accept risks, sign off root causes, request changes, and the settings. |
| Viewer, Auditor | Read problems and known errors. |
| Administrator | Everything. |
A problem's owner and team may always investigate it. Everyone sees only the problems in the units they work in. Each permission in detail: Who may do what.
From New to Closed
New → Investigating → Known error → Fix in progress → Resolved → Closed
Fix in progress → Known error: the change for the fix fails
Resolved → Investigating: a new incident is linked within 14 days
Any step → Closed: closed with a code, or merged as a duplicate
| Status | How it gets there |
|---|---|
| New | Recorded, not yet looked at. |
| Investigating | Setting an owner moves a new problem here. |
| Known error | Writing a workaround makes it a known error: agents can see it and use it. |
| Fix in progress | Request change (with Change Management) opens a change for the fix. When the change succeeds, the problem is Resolved; when it fails, it goes back to Known error. |
| Resolved | Watched for 14 days: a new incident linked in that time reopens it; otherwise it closes as Fixed by itself. |
| Closed | Closed from any status with a code, or merged into the problem it duplicates. |
The closing codes are Fixed, Workaround accepted, Can't reproduce and Not a problem. A duplicate is merged into the problem it duplicates: its links move over.
The Problems page
Problems in the sidebar has views for Open, Mine, No owner, Past review, Risks accepted and
All. Above the list, Search finds words in the title, description or workaround, or a key like PRB-12, and
Service shows the problems on a service or one of its offerings (as main or other service).
The search and the service stay when you switch views, and live in the address. Clear filters removes them.
In this section
- Opening and working a problem: Opening one, the problem page, reviews and telling the requesters.
- Problem reviews: The review meeting, with an agenda that fills itself, decisions on the problems and locked minutes.
- Known errors: Workarounds agents can find, problems in the inbox and automations, and who sees them.
- Evidence: Reports, exports and what an auditor gets.
- Permissions and the API: Each permission in detail, and what AI assistants and the API can do.