Problem Management

This article contains the following topics:
casm171
This article contains the following topics:
Problems are difficulties encountered when following normal procedures. Records of problems are recorded, along with the steps taken to correct the problems. If you create a ticket as a copy of another ticket, the Status field displays all Status values.
Unless otherwise noted, all the CA SDM Request features are also available for Incidents and Problems.
 Depending on your role, you may not have access to all the functionality described in this section. For example, some predefined roles can edit records but cannot create records.
Create a Problem
HID_CreateaProblem
You can create a new problem either using a template or without using a template.
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. Do one of the following steps:
    • On the Service Desk tab, select File, New Problem.
    • On the Service Desk tab, select File, New Problem from Template.
  2. Complete the  Problem Fields as appropriate for the problem. 
  3. Use the controls available on the problem tabs to process the problem as appropriate.
  4. Click one of the following buttons:
    • Use Template
       -- Displays a list of available problem templates. Select the template you want to use for creating this problem.
    • Quick Profile
       -- Displays the contact information for the user entered in the Affected End User field. If you are creating a new problem, a list of available users appears. Select the user that is the Affected End User.
    • Find Similar
       -- Opens the Find Similar page to search for similar problems.
    • Create Change Order
       -- Opens the Create New Change Order window so you can create a change order ticket associated with this problem.
Problem Fields
HID_ProblemFields
The following fields require explanation to create or update a problem:
If multi-tenancy is installed, select the appropriate tenant from the drop-down list. The public (shared) option creates the object for all tenants.
  • Problem Reference Number
    This is a unique reference number assigned by CA Service Desk Manager for all problem tickets. This is used by analysts and customers to refer to a particular problem ticket.
  • Requester
    Specifies the name of the person who initiated the ticket. This person must be a defined contact. You can enter a value directly or click the magnifier to search for the name.
  • Affected End User
    Specifies the contact name of the person who is affected by the record. If the contact is assigned to a special handling type, special handling indicators are displayed. You can enter a value directly or click the magnifier to search for a contact name.
  • Problem Area
    Indicates the general area of your IT environment that is affected by the problem (for example, Applications, E-mail, Hardware, and Software). A problem area provides default values that are entered automatically on all problem tickets that are assigned to the area. In addition to the predefined problem areas, your system administrator can define custom problem areas. You can enter a value directly or click the magnifier to search for a problem area.
    Your system administrator has the option of adding custom properties to problem areas. If custom properties have been added, they are displayed on the Properties tab when you create, edit, or view a problem. Some custom properties require that you enter a value. 
  • Status
    Specifies the status code of the record. For example, you can list only the tickets with a status code of Fix in Progress, or can Close Requested. You can enter a value directly or click the magnifier to search for a status. The blue button (on the left side of the Status field) lets you change the current status to the next default status.
  • Priority
    Specifies the priority ranking of the record. The ranking determines the amount of attention the ticket receives. The predefined priority levels are 1 (highest) through 5 (lowest). Your system administrator or an active priority calculation can generate the appropriate Priority values for various installations and tenants. When priority calculation is enabled, this field updates based on Impact, Urgency, Affected Service, and Affected User settings. When your administrator disables priority calculation and uninstalls the urgency_on_employee option, Self Service Users see the Priority field on the Request Detail page.
Detail Fields
  • Reported By
    Specifies the name of the person reporting the record.
  • Assignee
    Specifies the name of the person who is assigned to handle the record. You can enter a value 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 this record. Your system administrator defines groups of contacts that are responsible for different types of issues, requests, incidents, or problems. Any contact who is part of the group can handle the record after it is assigned to the group. You can enter a value directly or click the magnifier to search for a group. Selecting a group populates the
    Assignee
    field with the corresponding assignee name, which belong to the group.
  • Urgency
    Specifies the urgency of the record. The urgency is determined by the importance of the user tasks that are affected by the record. Urgency codes indicate the importance of a ticket based on the degree to which it affects user tasks. For example, a network outage is more urgent than a printer failure. Your system administrator can modify the default urgency codes, so they can vary from one installation to another. Urgency values can update automatically based on an active priority calculation.
  • Impact
    Specifies an impact code, such as 1 - Entire Organization, that indicates how a ticket affects the work being performed. For example, a ticket that requires a network outage for several hours would have a higher impact than a ticket that takes a printer off-line. Your system administrator can modify the default impact codes, so they can vary from one installation to another.
  • Active
    Indicates whether the record is Active or Inactive. This value applies to the current record only, not the associated template.
  • Configuration Item
    Specifies the hardware, software, or service that is affected by the record. Your system administrator creates a record that uniquely identifies each configuration item for your organization and indicates its precise location. You can enter a value directly or click the magnifier to search for an item.
  • Charge Back ID
    Specifies the ID that is charged for the service.
  • 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 open a calendar window where you can select the date and time for follow-up.
  • Symptom
    Specifies a code that describes a primary symptom of the record. For example, Slow Response.
  • Root Cause
    Identifies 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 a value directly or click the magnifier to search for a code.
  • Change
    Specifies the number and name of the change order that is associated with this record. Enter the number or name of the change order directly in this field.
  • Caused by Change Order
    Specifies only tickets that were opened as a result of a specific change order ticket. You can enter a value directly or click the magnifier to search for a change order ticket.
  • 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.
  • 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. You cannot edit this field.
    The amount of time that is spent on each activity is shown on the Activities tab of the ticket record.
  • Action
    Sets or resets the Actual Date/Time to the current date and time.
  • Target
    Specifies the current Service Target.
  • Target Date/Time
    Specifies date and time when this Service Target is due. If the ticket is in a Hold status, this value is blank.
  • Actual Date/Time
    Specifies the time when the target condition was met. If no value appears, the target condition has not been met.
  • Time Left
    Specifies the amount of remaining time for the service target when the ticket is on hold. If the Service Target has been met, Time Left shows the unused time. A negative value indicates the time that elapsed since the missed target date.
  • Violation Cost
    Specifies the incurred cost when the service type time limit is violated.
  • Affected Service
    Specifies the primary service that affects the problem or incident. The CIs of type Service have a class that is defined in the Enterprise Service Family field. The ticket stores the currently affected service information in the ticket for reporting. You can enter a value directly or click the magnifier to search for a CI.
  • Affected End User
    Specifies the contact name of the person who is affected by the record. If the contact is assigned to a special handling type, special handling indicators are displayed. You can enter a value directly or click the magnifier to search for a contact name.
  • Priority
    Specifies the priority ranking of the record. The ranking determines the amount of attention the ticket receives. The predefined priority levels are 1 (highest) through 5 (lowest). Your system administrator or an active priority calculation can generate the appropriate Priority values for various installations and tenants. When priority calculation is enabled, this field updates based on Impact, Urgency, Affected Service, and Affected User settings. When your administrator disables priority calculation and uninstalls the urgency_on_employee option, Self Service Users see the Priority field on the Request Detail page.
  • Summary
    Provides a brief description of the record.
  • Description
    Describes the record in detail.
  • Last Modified Date/Time
    Displays the date that this ticket was last modified.
  • Last Modified By
    Displays the name of the last person who edited the ticket.
  • Ticket Open Date/Time
    Displays the date and time the ticket was opened.
  • Ticket Resolved Date/Time
    Displays the date and time the ticket was resolved.
  • Ticket Closed Date/Time
    Displays the date and time the ticket was closed.
  • Created Via
    Specifies the component reporting the record (detail_pr.htmpl).
Problem Tabs
HID_ProblemTabs
The following tabs are available on the Create New Problem, Problem Detail, and Update Problem pages:
  • Activities: 
    Displays a log of the activities performed to resolve the problem. For more information, see Add an Activity from the Ticket Management topic.
  • Event Log:
    Displays a record of significant actions that occur regarding the problem.
  • Attachments:
    Allows you to attach a document or a link to a URL to the problem.
  • Workflow Tasks: 
    Lists the process instance and related audit trail messages for a CA Process Automation, or Classic Workflow that is associated with the ticket. The Workflow Tasks tab shows fields that apply to an attached workflow. The workflow may require some of the work items to complete before the ticket can close. The Workflow Tasks tab appears only if your administrator configured workflows for the ticket area or category. For more information, see Define a Category or Area topic.
  • Service Type: 
    Allows you to attach a service type event to indicate the level of support for the ticket.
  • Attached Incidents:
    Allows you to view a list of any incident tickets attached to the problem ticket.
  • Knowledge: 
    Allows you to search for or submit information to the CA SDM Knowledge Base to help resolve problems. 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:
    Allows you to store information about the problem solution with the problem record for future reference.
  • Parent / Child: 
    Allows you to create a parent/child relationship between the problem and another CA SDM record.
  • Properties:
    Your CA SDM administrator can add custom properties to problem areas.
  • Templates:
    Allows you to create a template using the current ticket as a model.
Create a Problem from an Incident
HID_CreateProblemfromIncident
From an incident, you can create an associated problem if necessary.
Follow these steps:
  1. From the Incident Detail Page, click Create Problem.
    The Create New Problem page displays. The fields are filled with the values from the original incident, but they can be edited for the problem. See the  Problem Fields as appropriate for the problem. 
  2. Use the controls available on the problem tabs to process the problem as appropriate.
  3. Click one of the following buttons:
    • Use Template
       -- Displays a list of available problem templates. Select the template you want to use for creating this problem.
    • Quick Profile
       -- Displays the contact information for the user entered in the Affected End User field. If you are creating a new problem, a list of available users appears. Select the user that is the Affected End User. For more information about Quick Profile, see the Ticket Management topic.
    • Find Similar
       -- Opens the Find Similar page to search for similar problems.
    • Create Change Order
       -- Opens the Create New Change Order window so you can create a change order ticket associated with this problem.
For more information, see Problem Analysis Workflow and Manage Problem Status.
Attach an Incident to a Problem
There may be times when an incident entered in the system is related to a problem record. You can attach these related incidents to the problem record.
To attach an incident to a problem:
  1. On the Service Desk tab, browse to Problems, Assigned or Unassigned. Select the Priority for the problem you want to edit.
    The Problem List appears.
  2. Select the problem to edit.
    The Problem Detail page displays.
  3. Click Edit.
    The Update Problem page displays.
  4. Select the Attached Incidents tab and click Attach/Remove Incidents.
    The Incident Children Search page displays.
  5. Complete one or more of the search fields and click Search, or click Search without entering search criteria to display a list of all available incidents. Refer to Incident Search Fields for field definitions.
    The Incidents Update page displays, listing all incidents that match the search criteria in the Incidents list on the left.
  6. From the list on the left, choose the incidents you want to attach to this problem. To choose multiple items, hold down the CTRL key while clicking the left mouse button.
  7. When you have selected all the incidents you want, click 781629.png.
    The selected incidents move to the list on the right.
  8. Click OK.
    The Problem Detail page displays, listing the selected incidents on the Attached Incidents tab.
  9. Click Save to save the problem record with the incidents attached.