Issue Management

Contents
casm171
Contents
Issues are entered by customers when they encounter questions or difficulties when following normal procedures. Records of issues are recorded, along with the steps taken to correct the issues. If you create a ticket as a copy of another ticket, the Status field displays all Status values.
Create an Issue
HID_CreateanIssue
You can either create an issue from scratch or use an existing template.
Depending on your role, you do not have access to all the functionality described in this section. For example, some predefined roles can edit records but cannot create new ones.
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
Follow these steps:
  1. On the Service Desk tab, select File, New Issue.
  2. Fill in the issue fields as appropriate for the ticket.
  3. Use the controls available on the tabs to process the ticket as appropriate.
  4. Click one of the following buttons:
    Auto Assign -- 
    Triggers an auto assignment task, and updates the activity log. This button appears only when the ticket specifies a category or area that has auto-assignment enabled.
    Find Similar -- 
    Opens the Find Similar page to search for similar problems.
    Quick Profile -- 
    Displays the contact information for the specified user in the 
    Affected End User 
    field. You can also view their environment details and their entire ticket history.
    Use Template -- 
    Displays a list of available templates for the selected ticket type. You can select the template that you want to use for creating this ticket.
You can use the Quick Profile to identify a contact to be the affected end user of your new ticket. Quick Profile allows you to search for a contact, and view the history of the issues, requests, change orders, incidents, and problems that are assigned to that contact. When you have identified a contact, you can create the incident ticket directly from the Quick Profile.
Issue Fields
The following fields require explanation:
  • Affected End User
    Specifies the name of the person affected by the record. You can enter a name directly or click the magnifier to search for a contact.
  • Category
    Indicates the general category of the issue within your IT environment (for example, Hardware.pc.install and Software.pc.install). Issue categories provide default values that are entered automatically on all issue tickets assigned to the category. In addition to the predefined issue categories, your system administrator may define custom issue categories. You can enter a value directly, or click the Lookup icon to select from the defined categories. When you edit the Category and a CA Process Automation workflow is already running, the workflow cancels.
  • Status
    Specifies the status of the record. You can enter the status directly or click the magnifier to search for a status.
  • Priority
    Specifies the priority ranking of the record, determined by the amount of attention it should receive. Your system administrator can modify the default priority codes, so they can vary from one installation to another.
  • Product
    Indicates the product that is associated with this issue. Select a product from the drop-down list.
Detail Fields
  • Organization
    Specifies the name of the organization responsible for submitting the issue. You can enter a value directly or click the magnifier to search for an organization.
  • Position
    Specifies the job title of the contact within the organization that submitted the issue, such as CEO, Director, or Manager.
  • Role
    Indicates the role of the person submitting the issue to your service desk. For example, the person might be a customer or a potential customer.
  • On
    Displays the date and time the record was created, in the time zone of the server. This field is read-only and is automatically filled during creation. The date and time display in mm/dd/yyyy hh:mm am | pm format.
  • Reason
    Identifies the basic reason for opening the issue. For example, the reason might be a complaint, inquiry, or suggestion from a customer. Select a value from the drop-down list.
  • Reporting Method
    Indicates the reporting method used to submit the current issue. Select a value from the drop-down list.
  • Assignee
    Specifies the name of the person assigned to handle the record. You can enter the name of the person directly, or click the magnifier to search for a name. Selecting an assignee populates the groups that the assignee belongs to in the
    Group
    field.
  • Group
    Specifies the group that is responsible for the record. Your system administrator defines groups of contacts that are responsible for different types of issues, requests, incidents, or problems. Any individual contact assigned to the group can handle the record once it has been assigned to the group. You can enter the group name directly, or click the magnifier to search for the group. Selecting a group populates the 
    Assignee
     field with the corresponding assignee name, which belong to the group.
  • Service #
    Specifies an issue number for an on-site service call.
  • Service Date
    Specifies the date of the last on-site service call. You can enter the date and time in mm/dd/yyyy hh:mm am | pm format or click the calendar to select a date.
  • Need By Date
    Specifies the date that the issue needs to be completed by. You can enter the date and time in mm/dd/yyyy hh:mm am | pm format or click the calendar to select a date.
  • Call Back Date/Time
    Specifies the date and time to follow up on this record. You can enter the date and time in the format mm/dd/yyyy hh:mm am | pm, or click the calendar icon to select the date and time for follow up.
  • Root Cause
    Specifies the code associated with the core reason why the ticket was opened. Your service desk can use generic root cause codes, such as Hardware Failure or Software Failure, or more specific codes, such as Network.Cable, Network.Card or Network.Response. You can enter the root cause directly into the field, or click the Lookup icon to display the defined root causes and select one.
  • External System Ticket
    Specifies an identification for a ticket that belongs to an external system that integrates with CA SDM. This field stores hyperlinks and displays functional links in read-only mode.
Summary Information Fields
  • Issue Summary
    Describes the record briefly.
  • Spelling
    Checks the spelling of the text you enter in the Issue Summary field.
  • Issue Description
    Describes the record.
  • Spelling
    Checks the spelling of the text you enter in the Issue Description field.
  • Open Date
    Displays the date and time when the issue was started in mm/dd/yyyy hh:mm am | pm format.
  • Resolve Date
    Displays the date and time when the issue was resolved in mm/dd/yyyy hh:mm am | pm format.
  • Close Date
    Displays the date and time when the issue was closed in mm/dd/yyyy hh:mm am | pm format.
  • Timer
    Tracks the incremental amount of the time spent working on various phases of ticket processing. The timer is reset to 00:00:00 each time you open the ticket record for updates.
    The amount of time spent on each activity is shown on the Activities tab of the ticket record.
Issue Tabs
The following tabs are available on the Create Issue, Issue Detail, and Update Issue pages:
  • Properties:
     Administrators have the option of defining custom properties for issue categories, to provide additional detail on issue tickets assigned to that category. When you select an issue category while creating or editing an issue, if any custom properties have been defined for that category, they appear on the Properties tab.
  • Workflow Tasks:
     Lists Workflow tasks associated with the issue. For more information, see Define a Category or Area topic.
  • Config Items:
     Links configuration items (CIs) to an issue or change order in order to give analysts information about the system that is affected by the ticket.
  • Knowledge:
     Searches for or submits information to the knowledge base to help resolve issues. The Federated Search capability helps you to get the knowledge search results from multiple sources. For example, Google, SharePoint, CA Open Space, and so on.
  • Solutions:
     Stores information about the issue solution with the issue record for future reference.
  • Resolution:
     Displays a text description of the resolution to the issue.
  • Related Issues:
     Create a parent/child relationship between the issue and another issue.
  • Activities:
     Displays a log of the activities performed to resolve the issue. For more information, see Add an Activity from the Ticket Management topic.
  • Event Log:
     Displays a record of significant actions that take place regarding the issue.
  • Attachments:
     Attaches a document or a link to a URL to the issue.
  • Service Type:
     Attaches a service type event to indicate the level of support for the ticket.
  • Time / Cost:
     Calculates the estimated cost and duration of the entire issue by adding together the estimated cost and duration of each task.
  • Custom Fields:
     Defines custom fields for tracking information about the issue.
  • Templates:
     Create a template using the current ticket as a model.
  • Support Automation:
     Displays the assistance session log and lets you invite the end user to an assistance session.
 If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.
Accumulate Costs and Time to an Issue
HID_CostandTimetoIssue
The accumulate feature allows you to calculate the estimated cost and duration of the entire issue by adding together the estimated cost and duration of each task. You can also choose to accumulate the issue and all of its children. Children are additional records entered as a result of attempting to resolve the original issue.
Follow these steps:
  1. Select Issues, Assigned or Unassigned, and a priority level.
    The Issue List appears.
  2. Select the issue of interest.
    The Issue Detail page appears.
  3. Select Actions, Accumulate Issue on the menu bar.
    The Accumulate Issue page appears.
  4. Click one of the following buttons:
    • Accumulate this Issue and All Children
      Calculates the estimated cost and duration of the issue by adding together the estimated cost and duration of tasks for this issue and all of its children.
    • Accumulate Only this Issue
      Calculates the estimated cost and duration of the issue by adding together the estimated cost and duration of tasks for only this issue.
    • Cancel
      Closes the Accumulate Issue page without accumulating the issue.
    The estimated cost and duration are accumulated and you are returned to the Issue Detail page.
  5. Select the Time/Cost tab on the Issue Detail page.
    The tab displays the estimated cost and duration for the issue based on the values accumulated.
Add Comments to an Issue
You can add comments to an open issue ticket.
 After you have saved a comment, you cannot edit or delete it.
Follow these steps:
  1. Click the link to your open issues in the "Look up my existing Issues" section of your home page.
    Your list of open issue tickets appears.
     If you know the issue number, you can enter it in the search field and click Go to access the issue ticket directly.
  2. Click the Issue # link for the issue ticket you want to comment on.
    The Issue Detail page appears.
  3. Click the Add Comment button in the upper right-hand corner of the window.
    The Add Comment page appears.
  4. Enter your comment in the User Description field, and then click the Save button.
    Your comment appears in the History section of the Issue Detail page.
Expedite an Issue
HID_ExpediteIssue
You can use the Expedite Issue command to change the status of unnecessary tasks to Skip so the issue can be completed quickly.
Skip must be defined as a valid status for the task.
Follow these steps:
  1. Select Issues from the Scoreboard.
    The Issues folder expands to reveal nested folders for Assigned, Unassigned, and All Scheduled issues.
  2. Select the appropriate folder under Assigned, Unassigned, and All Scheduled for the issue whose children you want to close.
    The Issue List page appears.
  3. Click the issue number.
    The Issue Detail page appears.
  4. Select Expedite Issue from the Actions menu.
    The Expedite Issue page appears.
  5. (Optional) Enter comments in the Remarks field to explain the action.
  6. Click OK.
    The Expedite Issue page closes and the Workflow Tasks tab on the Issue Detail page shows all unnecessary tasks with status of Skip.