Problem reviews
The weekly problem review is where the team looks at the problems that need attention together. The desk keeps the meeting: the agenda fills itself, each decision goes on the problem it is about, agreed actions become tasks, and the chair locks the minutes when the meeting is over.
Who can use it
Needs the Problem Management plugin. In the sidebar: Problem Management → Problem reviews.
| Who | Can |
|---|---|
| Agent, Viewer, Auditor, Problem Manager | See the reviews of the organizations where they may read problems (problem.read). |
| Problem Manager | Plan and chair them (problem.manage). |
| Administrator | Everything. |
With the plugin off, the reviews are hidden and kept.
Plan → Agenda → Notes, decisions and actions → Close and lock → Minutes
Planning a review
Plan a problem review asks for when, a title, where (a room or a call link) and the attendees. You chair it; the chair can be changed later.
The agenda
The agenda fills itself from what needs attention since the last review (or the last 30 days, for the first one):
| On the agenda | Why |
|---|---|
| Problems with no owner | Someone should take them. |
| Problems past or due for their review | They are on a schedule. |
| Risk acceptances due within 14 days | Accept again, or act. |
| Problems resolved since the last review | To confirm the fix held. |
| Open actions from earlier reviews | They come back until they are done. |
While the review is planned:
- Refresh agenda adds what has come up since; what is on the agenda stays.
- Add item puts a problem on the agenda: search by its key (
PRB-12) or words in its title. - The chair can take an item without a decision off the agenda.
Items you can't see, such as a confidential problem, show as An item you can't see, without their title.
In the meeting
For each problem:
| Part | Who and how |
|---|---|
| Notes | Any attendee keeps them. |
| Decision | The chair records it. Once recorded it is final, and it goes on the problem's timeline. |
| Actions | A title, who and a due date. An action becomes a task on the problem, and the person it is for is told. |
The decisions:
| Decision | Means |
|---|---|
| Reviewed, carry on | Nothing changes; the work goes on. |
| Decided a change | Say what was decided. |
| Escalated | Say to whom, and why. |
[!NOTE] A decision on a problem counts as its review held, so its next review date follows from its priority.
Closing and the minutes
Close and lock (the chair):
- writes the minutes out as Markdown: the meeting, who attended, and each problem with its notes, decision and actions;
- locks them with a SHA-256 checksum;
- emails them to the attendees (the Problem review minutes notification, which each person can turn off under Settings → Notifications).
[!WARNING] Nothing on the review changes after that.
Minutes downloads them: as locked once closed, or as a draft while the review is planned. Each download is in the audit log.
For AI assistants and the API
| Way | What |
|---|---|
| AI assistants | list_problem_reviews and get_problem_review (problems:read). They read reviews; planning and deciding stays with people. |
| REST | Service Configuration keeps the meetings, under /api/v1/x/itsm/meetings (itsm:read, and itsm:write to change); see building a plugin. |
| Webhooks | problems.review_meeting_closed when a review is closed, with the minutes' checksum. |