Create a problem report
A problem report may be created by team members who hold the Problem Reports [C] or Problem Reports [R/W] role to describe any issue to be resolved. The problem report automatically forwards the given information to specified process owners for analysis and problem resolution.
The following sections may be used to capture relevant details:
| Section | Purpose |
|---|---|
| Header | This section captures the key information about the problem. You must enter a Title, Description, Priority, Type, and Source for the problem. The selected Type and Source can be used to determine proper actions in the next step. A number is generated automatically upon report creation. |
| Details | This optional section provides additional fields to capture more details about the problem including an affected product, item, and quantity. You may also describe the circumstances that lead to the problem as well as possible actions to resolve the issue. If a Target Resolution Date is selected, the Days Remaining counter in the Status section will indicate the remaining days. |
| Images | Upload images to describe the issue and its possible solution. Make use of the comments fields of each image to provide even more information. Further files may be uploaded in the Attachments tab if required. |
| Status | This section contains automatic indicators about the progress, priority, and schedule of the report. These fields are especially useful when reviewing a list of problems by using the workspaces views. The Progress bar reflects the report’s progress based on its workflow status. The Flag field indicates the priority of the report (based on Priority field of section Header). The Days Remaining field indicates the number of days that remain until the Target Resolution Date that may be provided in the Details section. If the report is overdue, this counter is shown in red. If it is due in the next three days, it is shown in orange. Otherwise it is shown in green. If the report is complete, it is shown in gray with label “Done”. |
The remaining sections of the problem report are filled in as the report progresses, and are described in next steps of the process.
Once all details have been captured and additional files have been uploaded in the Attachments tab, you may perform the Submit workflow action to submit the report to responsible reviewers. This automatically notifies all users who hold the Problem Reports [REVIEW] role about this new report. Additionally, the system creates a milestone for this report’s review to be finished within three business days.
If the report is no longer valid, the creator may also close the report to prevent further actions to be taken.