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

标签

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：

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 Organization	Yes
Status	Possible values: Assigned, Closed, New, Resolved	Yes
Priority	Possible values: Critical, High, Medium, Low	Yes
Service	Foreign key to a Service	No
Service subcategory	Foreign key to a Service Subcategory	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 Person	No
Team	Foreign key to a Team	No
Agent	Foreign key to a Person	No
Related Change	Foreign key to a Change	No

Tabs

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:

Table key:

• H: hidden

• R/O: read-only

• M: mandatory