Information displayed on problem investigations and known errors
The following table describes the information that you find on problem investigations and known errors
Section | Fields | How you use it |
|---|---|---|
Ticket header | Title, ID number, Priority, Status, SLA progress bar | See the table in the Information displayed on incident requests topic for information about these fields. |
Status | Select the current status of the ticket. To change the status, you must edit the ticket. Also, you must specify values in the mandatory fields to save the ticket. For example, you must specify the target date when you move a problem investigation ticket from the Draft status to the Under review status. | |
Ticket details | Problem Location | Enter the geographical location of the problem. |
Investigation Driver | Set to High Impact, Re-Occurring, Non-Routing, and Other incidents. | |
Impacted Areas | Specify Company, Region, Site Group, Site, Organization, and Department. This field is visible only if it contains information. | |
Root Cause | Select a cause for the problem investigation or known error. This field is visible only if it contains information. | |
Workaround | Explain a temporary workaround for the known error. This field is visible only if it contains information. | |
Resolution | Indicate the permanent fix for the known error and can be set if a fix has been determined. This field is visible only if it contains information. | |
View Access | Set to Public or Private. | |
Assignment | Problem Coordinator | Assign a problem coordinator. The Problem Coordinator is typically the person who initiates the problem investigation. |
Coordinator Group | Set to Backoffice Support, Frontoffice Support, or Service Desk. | |
Assigned to | Use to see who is assigned to the ticket. Assigned to indicates the technician the problem has been assigned along with the Support Group. If a problem investigation is auto-assigned to the Backoffice Support group and the logged in user belongs to the Service Desk group, then BMC Helix ITSM does not show the Assign To Me option as the ticket belongs to a different support group. If it is assigned to the Service Desk group to which the user belongs, then BMC Helix ITSM displays the Assign To Me option. | |
Support Group | ||
Assign to me | See Assigning-and-reassigning-problem-investigations-and-known-errors to understand how assignment works. | |
Tasks | Create and assign tasks related to the ticket, update the tasks, and track their progress. For more information, see Managing-work-on-tickets-by-using-tasks. | |
Related items | Relate existing records, or create new records, and view any records that are associated with the problem investigation or known error. For more information about the information recorded in these sections, see Relating-items-to-problem-investigations-and-known-errors. | |
Configuration Items | Relate a CI, and view any CIs that are related to problem investigation or known error. Some related asset CIs are labeled as crowdsourced CIs. You cannot remove these related CIs in BMC Helix ITSM. |