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
标题字母数字字符串
组织一个(n)组织的外键
状况可能的值:已分配,已关闭,新,被解决
优先级可能的值:严重,高,中,低
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
紧急度可能的值:临界,高,中,低
描述多行字符串
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:

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclasscreate_problem_1.png

显示以下表单:

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclasscreate_problem_2.png

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:

https://www.itophub.io/wiki/media?w=600&tok=180352&media=2_7_0%3Adatamodel%3Alifecycle_problem.png

对象的状况上的依赖,其属性上的矛盾之处如下表所示:

 已分配被解决已关闭
编号R/OR/OR/OR/O
标题  R/OR/O
组织  R/OR/O
状况R/OR/OR/OR/O
优先级R/OR/OR/OR/O
服务  MR/O
服务子目录   R/O
生产   R/O
影响度  R/OR/O
紧急度  R/OR/O
描述  R/OR/O
开始日期R/OR/OR/OR/O
最后更新R/OR/OR/OR/O
分派日期HR/OR/OR/O
解决日期HHHH
截止日期HHHR/O
提交人  R/OR/O
球队HMR/OR/O
处理人员HMR/OR/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

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclassicon_problem.pngproblem 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

NameTypeMandatory?
RefAlphanumeric stringYes
TitleAlphanumeric stringYes
OrganizationForeign key to athumb_down OrganizationYes
StatusPossible values: Assigned, Closed, New, ResolvedYes
PriorityPossible values: Critical, High, Medium, LowYes
ServiceForeign key to athumb_down ServiceNo
Service subcategoryForeign key to athumb_down Service SubcategoryNo
ProductAlphanumeric stringNo
ImpactPossible values: A Department, A Service, A personYes
UrgencyPossible values: critical, high, medium, lowYes
DescriptionMultiline character stringYes
Start dateDate and time (year-month-day hh:mm:ss)No
Last updateDate and time (year-month-day hh:mm:ss)No
Assignment DateDate and time (year-month-day hh:mm:ss)No
Resolution DateDate and time (year-month-day hh:mm:ss)No
Close dateDate and time (year-month-day hh:mm:ss)No
CallerForeign key to athumb_down PersonNo
TeamForeign key to athumb_down TeamNo
AgentForeign key to athumb_down PersonNo
Related ChangeForeign key to athumb_down ChangeNo

Tabs

TabDescription
CIsAll the configuration items impacted for this ticket
ContactsAll the contacts linked to this ticket
Known ErrorsAll the known errors that are linked to this problem
Work ordersAll the work orders for this ticket
Related requestsAll the requests that are related to this problem

Creating a Problem

Click on the “New problem” menu:

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclasscreate_problem_1.png

The following form is displayed:

https://www.itophub.io/wiki/media?media=2_7_0%3Adatamodel%3Aclasscreate_problem_2.png

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:

https://www.itophub.io/wiki/media?w=600&tok=180352&media=2_7_0%3Adatamodel%3Alifecycle_problem.png

Depending on the status of the object, the contraints on the properties vary as shown on the table below:

 NewAssignedResolvedClosed
RefR/OR/OR/OR/O
Title  R/OR/O
Organization  R/OR/O
StatusR/OR/OR/OR/O
PriorityR/OR/OR/OR/O
Service  MR/O
Service subcategory   R/O
Product   R/O
Impact  R/OR/O
Urgency  R/OR/O
Description  R/OR/O
Start dateR/OR/OR/OR/O
Last updateR/OR/OR/OR/O
Assignment DateHR/OR/OR/O
Resolution DateHHHH
Close dateHHHR/O
Caller  R/OR/O
TeamHMR/OR/O
AgentHMR/OR/O
Related Change   R/O

Table key:

  • H: hidden

  • R/O: read-only

  • M: mandatory

标签:
由 superadmin 在 2020/08/27, 17:33 创建
    

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