Confirm / Decline a Problem

Role: Problem Manager

Reference User: -REF-PRM

Process: Accepting or rather declining a Problem

A Problem ticket has to be confirmed by the Problem manager to make further editing accessible.

1. The Problem ticket is found in the Problem group catalog and needs to be accepted by clicking the Work on button.

   By clicking the Work on action, the current user becomes the new actual "worker" of this ticket and the act of taking over is captured in a ticket description (history). Status of the ticket remains unchanged ('Analyzed (PR)') because Work on is not a status action (it just enables the user to work on the ticket).

2. Open the Problem ticket for editing. Now there are two possible courses of action: confirm or decline the Problem.
   • Confirm the Problem by clicking the Confirm Problem button. (Right-hand bottom corner of Screenshot1 below)
     When the problem is confirmed, its status changes to 'Confirmed (PR)' and the ticket is automatically sent back to the overall responsible person so that this person can proceed in Problem handling (see next section).
   • To decline the problem, tick the Reject check box on the Master tab of problem editor and state reasons for rejection in the Reasons for Reject text box dynamically displayed upon ticking the Reject check box. Then click the Decline Problem button to end the problem process. (Reject check box on the Master tab and Decline Problem button in the right-hand bottom corner of Screenshot2 below)

Hint: Automatic notification of the Problem ticket creator, for instance by an e-mail, can be configured additionally.

Screenshot1:

Screenshot2: