Evidence
| Evidence | What it does |
|---|---|
| Root cause sign-off | The owner submits the root cause; a Problem Manager who didn't write it signs it off or returns it. Once signed, it is locked; a change starts a new version, and every version stays readable. Settings can ask for a signed root cause before a problem closes as Fixed. |
| Risk acceptance | Closing as Workaround accepted leaves the cause in place by decision: it needs a Problem Manager, a reason and a date to look again. These make up the Risks accepted view, the risk acceptance register. |
| Legal hold | More actions → Legal hold… keeps a problem, with a reason, whatever housekeeping is set to; it needs the desk's Legal holds permission (case.legal_hold). Lift the legal hold ends it. |
| Retention | Settings → Housekeeping has two tasks for closed problems: those with a signed-off root cause or an accepted risk are kept on a longer period of their own. |
Everything is on the timeline and in the audit log.
The problem report
More actions → Problem report opens the problem as a report: summary, impact, the root cause with its sign-off, the workaround, the fix and its change, and the timeline. Print or save as PDF prints it, with the SHA-256 of its Markdown; Markdown downloads it as a file. Every export is in the audit log and on the problem's timeline.
Reports and process evidence
Reports → Problem Management shows, for the period:
- problems opened, open now, the median time to known error, and how often workarounds were used (incidents and cases linked after the workaround was written);
- open problems by age and priority;
- problems by service, by cause and by supplier.
Below it, Process evidence answers “show me your problem management works” for the same period: problems closed as fixed and the share of them with a signed-off root cause, reviews held (on time, and missed), the time to known error, and risk acceptances that are due.
| Download | What you get |
|---|---|
| CSV | The process evidence. |
| Problem reports (ZIP) | One Markdown report for each problem opened or closed in the period, an index.csv with the SHA-256 of each, and a README. |
Problems are also part of the desk's evidence for auditors: populations, samples and evidence packs. The Problems list has an Export menu (Excel, CSV, PDF) with its current filters.