Problem Requests

[David_Wilson]

We're looking at starting to use problem requests to help better manage root causes and provide better information to our support teams. Can any one offer any advice on a couple of scenarios:

1: A problem record is raised against a given service -How do you inform the support teams that there is a known problem, can it be displayed when the call is being raised or even once its been raised?

2: Can you move a ticket to a different lane on a board when a work around has been added to the problem record?

 

Any help gratefully received

 

[James Ainsworth]

Hi David, 

Thanks for your post.

There are a number of options to letting staff know about problem records being raised.  Using the BPM for your problem request, you can sent either an email or Hornbill notification to the different members of the team.  You can even control this notification so that only high priority problems are communicated if desired. 

When raising incidents against a service, you can also display to the user that there are problems associated to that service using the Knowledge Center.

Another option on Incident records is to enable the Solution Action Item.  This will display problems to the support staff from within the incident record.  More information can be found here.  

As part of a BPM workflow for a problem record you can also have the availability status of a service changed automatically.  This is done using the Hornbill Automation for Service Manager called Request Service.  More information on this can be found here.

Cards on Boards can be moved both manually and automatically.  As part of your BPM you can have cards added, moved, and removed from a board.  More information on this can be found here.

I hope this helps.  Let us know if there is any further details that you need on the above mentioned.

Regards,

James.