Review a problem report

All team members holding the Problem Reports [REVIEW] role will find reports awaiting review in their My Outstanding Work list. An automatic milestone defines a target date for this review.

If information is missing for further processing, the reviewer may return the report to the creator to request additional details. If the report does not appear to be a valid problem, the reviewer can close it.

To capture review findings, the reviewer may use the Review section in the report’s details. This section also contains the fields Reviewed By and Review Date, which are set automatically once the review is complete.

During the review, while collaborating with the process creator and other stakeholders, the reviewer can use the Notes tab to capture any relevant information in the context of this process.

Once the review is complete and if the problem is resolved, the reviewer can set the report to the Complete status. However, if a technician is required for problem resolution, the report must be assigned to a technician in the Technical Analysis of the report.

A Target Date for the technical analysis can also be set, which will create an automatic milestone. The report can only transition to Technical Analysis if a technician has been assigned.