Cause Found: Create + Assign Error

Role: Problem Support

Reference user: -REF-PRS

Process: Problem cause found, error solution to work out

The cause of a problem was found and it should now be verified if a solution already exists or if it is necessary to work on error solution.

This use case applies to the situation when a solution does not exist yet and must be worked on.

1. The cause should be documented.
2. The solution is not known and has to be worked on. Therefore the Problem ticket has to be set to status 'Detected (ER)' by clicking the action Error detected.

   The error description should be checked to make sure that all available information is provided.

   

3. The Problem ticket is then forwarded to an expert support group (Assign Error) for further work on the error solution. Forwarding is done with the Edit: Pass on window.

   

4. The Problem ticket needs to be accepted (Accept Error) - either directly or by the assignee of the Assign Error action. The ticket goes to status 'In Progress (ER)'.
5. The solution is then developed and documented. When this is done, action Identify Solution should be used. The ticket goes to the 'Solution Identified (ER)' status.
6. Finally the solution is proposed by the Propose Solution action. The editor for a new ticket description opens and should be used for final description of the proposed solution. The ticket is set to status 'Solution Proposed' and forwarded automatically to the Problem Manager support group for confirmation of the proposed solution.