5.6.3.5 问题管理
问题管理模块
问题
问题是您的IT中发生一个或多个事件的原因。记录问题时,原因可能仍然未知。这样的工单将使IT工程师可以记录所有为找到操作活动并解决问题而制作的问题。
问题和事件之间的主要区别在于,必须尽快固定事件以减少服务的不可用时间,而问题将着重于识别根因。根因仍为事件时,提供了问题来帮助修复相应的重复事件。
这些问题由拥有简档问题经理的用户管理。
问题属性
名称 | 类型 | 强制性的吗? |
编号 | 字母数字字符串 | 是 |
标题 | 字母数字字符串 | 是 |
组织 | 一个(n)组织的外键 | 是 |
状况 | 可能的值:已分配,已关闭,新,被解决 | 是 |
优先级 | 可能的值:严重,高,中,低 | 是 |
服务 | 一个(n)服务的外键 | 没有 |
服务子目录 | 一个(n)服务子目录的外键 | 没有 |
生产 | 字母数字字符串 | 没有 |
影响度 | 可能的值:一个部门,一个服务,一个人 | 是 |
紧急度 | 可能的值:临界,高,中,低 | 是 |
描述 | 多行字符串 | 是 |
开始日期 | 日期和时间(年月日hh:mm:ss) | 没有 |
最后更新 | 日期和时间(年月日hh:mm:ss) | 没有 |
分派日期 | 日期和时间(年月日hh:mm:ss) | 没有 |
解决日期 | 日期和时间(年月日hh:mm:ss) | 没有 |
截止日期 | 日期和时间(年月日hh:mm:ss) | 没有 |
提交人 | 一个人的外键 | 没有 |
球队 | 团队的外键 | 没有 |
处理人员 | 一个人的外键 | 没有 |
相关变更 | 一个(n)变更的外键 | 没有 |
标签
标签 | 描述 |
配置项 | 此工单受影响的所有配置项目 |
联络人 | 与此工单链接的所有联系人 |
已知错误 | 与此问题链接的所有已知错误 |
工作订单 | 工单的所有工作订单 |
相关要求 | 与此问题相关的所有请求 |
创建一个问题
点击“ New问题”菜单:
显示以下表单:
管理内部留言
问题工单仅具有内部留言来跟踪所有活动及其相关的通信。
该日志在用户门户末尾不可见。
管理配置项和联系人
与事件和变更管理模块不同,配置项和链接到问题的联系人的列表是手动管理的。
问题生命周期
问题对象具有以下生命周期:
对象的状况上的依赖,其属性上的矛盾之处如下表所示:
新 | 已分配 | 被解决 | 已关闭 | |
编号 | R/O | R/O | R/O | R/O |
标题 | R/O | R/O | ||
组织 | R/O | R/O | ||
状况 | R/O | R/O | R/O | R/O |
优先级 | R/O | R/O | R/O | R/O |
服务 | M | R/O | ||
服务子目录 | R/O | |||
生产 | R/O | |||
影响度 | R/O | R/O | ||
紧急度 | R/O | R/O | ||
描述 | R/O | R/O | ||
开始日期 | R/O | R/O | R/O | R/O |
最后更新 | R/O | R/O | R/O | R/O |
分派日期 | H | R/O | R/O | R/O |
解决日期 | H | H | H | H |
截止日期 | H | H | H | R/O |
提交人 | R/O | R/O | ||
球队 | H | M | R/O | R/O |
处理人员 | H | M | R/O | R/O |
相关变更 | R/O |
表键:
- H:隐藏
- RRO:只读
- M:必填
原贴链接:https://www.itophub.io/wiki/page?id=2_7_0%3Adatamodel%3Aitop-problem-mgmt
Problem Management Module
Problem
A problem is the cause of one or more incidents occuring in your IT. At the time the problem is recorded, the cause may be still unknown. Such tickets will allows IT engineers to document all the actions made to find the root cause and fix the issue.
The main difference between a problem and an incident is that an incident must be fixed as quickly as possible to reduce the unavailability period of the service, whereas the problem will focus on identifying the root cause. While the root cause remains undefined, a workaround is provided to help in fixing corresponding recurring incidents.
The problems are managed by users having the profile Problem manager.
Problem Properties
Name | Type | Mandatory? |
---|---|---|
Ref | Alphanumeric string | Yes |
Title | Alphanumeric string | Yes |
Organization | Foreign key to a![]() | Yes |
Status | Possible values: Assigned, Closed, New, Resolved | Yes |
Priority | Possible values: Critical, High, Medium, Low | Yes |
Service | Foreign key to a![]() | No |
Service subcategory | Foreign key to a![]() | No |
Product | Alphanumeric string | No |
Impact | Possible values: A Department, A Service, A person | Yes |
Urgency | Possible values: critical, high, medium, low | Yes |
Description | Multiline character string | Yes |
Start date | Date and time (year-month-day hh:mm:ss) | No |
Last update | Date and time (year-month-day hh:mm:ss) | No |
Assignment Date | Date and time (year-month-day hh:mm:ss) | No |
Resolution Date | Date and time (year-month-day hh:mm:ss) | No |
Close date | Date and time (year-month-day hh:mm:ss) | No |
Caller | Foreign key to a![]() | No |
Team | Foreign key to a![]() | No |
Agent | Foreign key to a![]() | No |
Related Change | Foreign key to a![]() | No |
Tabs
Tab | Description |
---|---|
CIs | All the configuration items impacted for this ticket |
Contacts | All the contacts linked to this ticket |
Known Errors | All the known errors that are linked to this problem |
Work orders | All the work orders for this ticket |
Related requests | All the requests that are related to this problem |
Creating a Problem
Click on the “New problem” menu:
The following form is displayed:
Managing Private Log
A problem ticket only have a private log to keep track of all the activities and communications related to it.
This log is not visible on the end user portal.
Managing CIs and Contacts
Unlike the incident and change management modules, the lists of CIs and contacts that are linked to a problem are managed manually.
Problem Life Cycle
Problem objects have the following life cycle:
Depending on the status of the object, the contraints on the properties vary as shown on the table below:
New | Assigned | Resolved | Closed | |
---|---|---|---|---|
Ref | R/O | R/O | R/O | R/O |
Title | R/O | R/O | ||
Organization | R/O | R/O | ||
Status | R/O | R/O | R/O | R/O |
Priority | R/O | R/O | R/O | R/O |
Service | M | R/O | ||
Service subcategory | R/O | |||
Product | R/O | |||
Impact | R/O | R/O | ||
Urgency | R/O | R/O | ||
Description | R/O | R/O | ||
Start date | R/O | R/O | R/O | R/O |
Last update | R/O | R/O | R/O | R/O |
Assignment Date | H | R/O | R/O | R/O |
Resolution Date | H | H | H | H |
Close date | H | H | H | R/O |
Caller | R/O | R/O | ||
Team | H | M | R/O | R/O |
Agent | H | M | R/O | R/O |
Related Change | R/O |
Table key:
H: hidden
R/O: read-only
M: mandatory