The purpose of problem managementpractice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Using Halo for Problem Management
Navigating to the problems tab will show you a list of current problems that have been and need identifying
If you already have problem types created these will be listed on the left as the default view for problems is by type.
Using the views and filters you can sort and filtered your Problems Listby any criteria which is relevant to you such as:
Open (including SLA hold)
Fix by Date
The problem screen is very similar to the ticket view and has the same options for customising this including bulk updating problems, column profile selection by agent and all of the other features of Halo.
Managing your Problems
Built into the system with one of our consultants may have included a problem management workflow. If not, follow our workflow guide or contact support for assistance.
Your workflow should be tailored directly to your needs and will give your agents all of the options for Identification and steps for solutions or workarounds to be found.
One of your users identifies that their printer drivers are not up to date and they contact support;
An agent sees this and see identifies this as a problem and resolves the issue
The problem is noted and a workaround is found
This is to update all users manually whenever they are visited
The root cause and solution is found
The technicians are using an old version of the drive image with the same name
All drive images are collected and compared with the version installed on the user's machine
The images are collated into a single image to be used for these users
The image is changed to install auto-updates for the drivers
Other problems are found related to this and are logged and the process starts anew.
Problem Management Settings
There are settings relating directly to the problems area of your Halo. These are found under Configuration>Tickets>Problem Management.
The Settings will prompt the behaviour that the Problem/Resolution finder when logging or viewing a problem.