Changing the status for problem investigations and known errors

The status shows what stage the ticket is at in its lifecycle. By updating this field when you begin to work on a ticket, resolve a ticket, and so on, you ensure that the system keeps the applicable Service Level Agreements (SLAs) up to date (you can look at the SLA Progress Bar at the top of the ticket to see the current status of the SLA). For example, some SLAs can be configured to stop the clock if you change the status to Pending, while with other SLAs, the clock continues to run until you change the status to Resolved or Closed.

In addition to keeping the SLAs up to date, updating the status is an important part of keeping the customer informed about what is happening with the request and for keeping your personal and group service statistics current. For example, if a ticket is cancelled, it's important to move the status to Cancelled so that the system does not continue to include it in your personal and group statistics and to ensure that the applicable SLA does not appear to be breached.

You cannot change the status of a ticket in certain situations. For example, you cannot change the status of an incident that is Closed. Only the status values for appropriate status transitions are displayed. For example, you cannot change the status of a work order from Rejected to In Progress. You cannot manually change the status of a service request ticket, except to cancel it.


Related topics

Reviewing-and-changing-the-status-of-an-incident-request

Performing-bulk-actions-on-multiple-tickets 

Configuring-Problem-Management-rules

Viewing-the-Audit-log

When BMC Helix ITSM is installed with BMC Helix ITSM: Service Desk (Mid Tier), and you update the status of a request from BMC Helix ITSM or from any of the following application consoles, a Work Information note indicating the status change is automatically added. 

  • Incident Management Console
  • Problem Management Console
  • BMC Helix ITSM: Change Management Console
  • Release Management Console
  • Task Management Console
  • Work Order Console

This Work Information note is displayed as an activity note in BMC Helix ITSM. However, if you do not have BMC Helix ITSM, and you update the status from any of the above application consoles, a work information note is not automatically added.


To change the status

  1. From ticket details, click the status value near the top of the ticket.
  2. Select the new status value from the list.
  3. Complete any other necessary fields.
    See the following tables for possible fields you need to update, depending on type of ticket.
  4. Click Save.

The following tables list the statuses that are available.

Statuses for problem investigations

The problem investigation status has the following values and transitions:

Status

Description

Draft

This status is set by default when you create a new problem investigation.

Under Review

Set this status when a problem investigation is under review.

Assigned

Set this status when you assign a problem investigation to a group or an individual. 

Under Investigation

Set this status when you start the root cause analysis of a problem investigation.

Pending

Set this status when you cannot continue with your root cause analysis due to a dependency on some other event or individual.

Also, set an appropriate status reason:

  • Automated Resolution Reported — The problem coordinator received an automated report that the problem investigation is resolved, which needs verification.
  • Client Action Required — The problem investigation is in Pending status because it depends on a client action.
  • Client Hold — The problem investigation was created from an incident request, and the client informed the service desk to temporarily stop working on the incident request. 
  • Future Enhancement — The problem investigation requires a future enhancement. For example, a new feature should be added to the software application.
  • Infrastructure Change — The problem investigation requires an infrastructure change.
  • Local Site Action Required — Some action needs to be taken at the location where the problem occurred.
  • Monitoring Problem — The problem must be analyzed before the problem investigation moves to the next status.
  • Pending Original Problem — The problem investigation is a duplication of another problem investigation. It can be closed only after the original problem investigation is closed.
  • Purchase Order Approval — The problem investigation requires a purchase order approval before proceeding.
  • Registration Approval — The problem investigation requires approval from another department before proceeding.
  • Request — The problem investigation requires the support of a third party before proceeding.
  • Supplier Delivery — The problem investigation requires a delivery from a supplier before proceeding.
  • Support Contact Hold — The help desk agent assigned to the problem investigation is working on another problem investigation now. Alternatively, the help desk agent is awaiting response from a team member in a second- or third-tier support group.
  • Third Party Vendor Action Reqd — The problem investigation requires an action from a third-party vendor before proceeding.

Completed

Set this status after you complete the root cause analysis.

Also, set the required status reason:

  • Enhancement Request—The problem investigation requires a future enhancement to permanently resolve the problem.
  • Known Error—The problem investigation has been completed with a temporary solution.
  • Unresolvable—The problem investigation cannot be resolved.

Closed

Set this status after you review the root cause analysis.

The problem investigation moves automatically to Closed status if it is not closed for a predefined period.

Cancelled

Set this status when the problem investigation is not valid anymore or is a duplicate of the current investigation.

Also, set the required status reason:

Duplicate Investigation — Another problem investigation for a similar problem.

Statuses for known errors

The known error status has the following values and transitions:

Status

Description

Assigned

This status is set by default when you create a new known error. You can assign a known error to a support group or individual.

Scheduled For Correction

Set this status when a known error is pending due to an infrastructure change or has a dependency on a vendor.

Also, set the required status reason:

  • Pending Infrastructure Change
  • Pending Third Party Vendor

Assigned to Vendor

Set this status when you want the support of a third-party vendor to resolve a known error.

No Action Planned

Set this status when you cannot address the known error.

Also, set the required status reason:

Funding Not available — The known error is on hold due to unavailability of funds.

Corrected

Set this status when you have corrected a known error, but it needs to be reviewed.

Also, set the required status reason:

Pending PIR — The known error has been corrected, and it is ready for review.

Closed

Set this status when you want to close a known error.

Cancelled

Set this status when a known error is not valid anymore or if it is a duplicate of a current investigation.

Also, set an appropriate status reason:

  • Duplicate
  • No Longer Applicable


To view and update problem investigations and known errors

A BMC Helix ITSM user such as a problem coordinator, service desk agent, or change coordinator can view and track a problem investigation any time after it is created. For more information, see Viewing-and-updating-problem-investigations-and-known-errors.

Tips

  • To locate problem tickets, use the Ticket console and filter the list for Problem Investigation.
  • To locate known errors, filter the list for Known Error.

You can open a problem investigation or known error by using any of the following methods:

  • Ticket console
  • Relationship to another record
  • Stream update
  • Push notification
  • Email notification

To update a problem investigation or known error, click the pencil icon for the ticket or for the field group that you want to update.

Important

To access problem investigations and known errors, you must have the proper BMC Helix ITSM: Service Desk user permissions. Any BMC Helix ITSM user who has problem viewer permissions can see the details of a problem investigation or known error. Problem coordinators who have problem user permissions can also update the details of the problem investigation or known error.


Instructions for classic interfaces

View instructions for Mid Tier

The status of a problem indicates the stage at which the problem investigation or the known error is in its lifecycle. The status is the only way you can ascertain whether the problem is resolved, pending, assigned, and so on.

If the status of a problem is changed in BMC Helix ITSM, a work information note is automatically added to the related problem.

To change the problem status and set the status reason

  1. Open a problem investigation or known error.
  2. From the Status list, select the new status.
  3. (Optional) If applicable, select the status reason from the Status Reason list. 

    • The status reasons that are displayed depend upon the selection that you make in the Status field. In most cases, the status reason is for informational use only and does not affect how the application behaves. So, you can assign meanings to the status reasons that are appropriate to the needs of the organization.
  1. Click Save.

To view problem investigations

  1. On the Problem Management console, from the Company list, select the company for which you want to view problem investigations.
  2. From the View By list, select one of the following filters:
    • Personal — Displays records assigned to you.
    • Selected Groups — Prompts you to select any support groups to which you belong. You can display all records assigned to your group, or records assigned to your group that are not yet assigned to an individual.
    • All My Groups — Displays records assigned to all your support groups. You can display all records, or records that are not yet assigned to an individual.
  3. From the Defined Searches area, select Problem Investigation > All Open Problems.
  4. (Optional) To view additional details about an investigation, select the problem investigation record in the Problems table and then click View. 
    The Problem Investigation form appears. You can modify the form and perform other actions, as appropriate.

To record additional information

  1. Open the relevant problem investigation as described in the procedure above.
  2. Click the calendar icon beside the Target Date field.
    The Target Date field is a required field when the problem investigation's status is not Draft.
  3. Select the target resolution date and time.
  4. Click OK, and then click Save.

 

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