Problem Manager at a Glance

Valuemation Problem Manager will enable you to analyze potential or actual faults and malfunctions and identify their causes. You’ll detect problems faster and understand the relationships between faults/malfunctions and their causes. The quality and availability of your service operations will continuously increase because you now have a proven system in place for permanently solving problems by positively preventing their recurrence.

• Valuemation Incident, Problem and Change Managers register all problems and requests received from customers. These are referred to as Tickets. Problem Manager deals with tickets of the Problem Ticket Class.
• Individual steps involved in documenting a ticket are called Ticket Descriptions.
  These describe the process from problem identification to establishing what steps are required to solve the ticket. Another objects assigned to a Ticket are so called Ticket Activities. An Activity is a step in the process of solving a ticket.
• Valuemation Incident, Problem and Change Managers allow the user to classify a Ticket in a number of ways. For instance, there is Ticket Type that classifies the Ticket in a general manner. Ticket Type is also used to determine who should be responsible for solving the Ticket.
• Impact, Urgency and Priority express how important it is to solve the ticket in relation to other tickets.