New Problem
Problem management is a procedure that is closely connected to the ITIL certification. And it demands a solution to handle incidents and problems in a specific way.
A problem is something that cannot be solved there and then, and that needs to be analyzed and handled to find a solution.
This Option can only be used in Evatic Service if you have purchased the problem management module.
How to create and define a problem
The problem manager can use the problem management tool to see and analyze support-and service task (or machines) to see if there task reported in such an amount that it can be looked at as a Problem. When the Problem Manager recognize this as something unusual, she can register this as a problem.
1. Select Project->Create Problem from the menu.
2. Click once and the Create Problem dialog screen is displayed.
3. Enter a name and description of the problem
4. Select <Show tasks> (support or service) or <Show machines>.
5. Select the problem manager (Note! He needs to be connected to a team and the team must be set up in Evatic Admin (see Company XXX/PROBLEM_MANAGEMENT/MANAGER_TEAM_SUPPORT or MANAGER_TEAM_SERVICE and make sure the user is marked as a technician , see Type,User. )
6 Find tasks:
The following fields can be used for finding tasks (if you have selected to create a task-problem):
| Support or Service | Mark if you want to search for support-or service tasks. |
| From-to date | Select which from-to date the tasks where created (= received date) should be used in the search |
| Open or Closed | Mark if you want to search for open and/or closed tasks |
Symptom codes 1-3(4)  |
Enter which symptom codes should be used to search for tasks (1-3 for service and 1-4 for support). Select from the drop-down list or use the symptom tree button. |
| Action codes 1-3(4) |
Enter which action codes should be used to search for tasks (1-3 for service and 1-4 for support)Select from the drop-down list or use the action tree button. |
| Model | Enter which model should be used to search for tasks |
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Button to clear the above fields |
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Button to find tasks/incidents with the above mentioned criteria (from-to date, symptom codes etc) Note! This button will first be activated when you have saved the problem (F12). |
7. Find machines.
The following fields can be used for finding machines (if you have selected to create a machine-problem):
| From-to date | Select which from-to installation date should be used in the search |
| From- to serial number | Select which from-to serial number should be used in the search (Note! Your administrator can decide if the search can include alphanumeric serial numbers and numbers with prefix. See Company XXX/PROBLEM_MANAGEMENT/ALPHANUMERIC_SEARCH and SERIAL_NO_PREFIX) |
| Model | Enter which model should be used to search for machines |
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Button to clear the above fields |
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Button to find machines with the above mentioned criteria (from-to date, model etc) Note! This button will first be activated when you have saved the problem (F12). |
8. When pressing the Find incidents/Find button, a list with all the matched tasks (or machines) will be listed under the <Find New> tab.
9. Mark the once you like to add to the problem (use CTRL + Click/ CTRL
- SHIFT or the button Select all) and press <Add>. The once you have added will be shown under the tab <Existing> .
10. If you like to work with the problem now, you can press the button <Manage Problem> (see Problem management)
How to search for problems
When the Create problem dialog screen is open, you can press F9 to search for added problems.