Activity 2: Review a problem report

In this activity, you are playing the part of the person who reviews problem reports (PR) and performs a technical analysis to determine the root cause of the issue.

• It is assumed that you are performing these tutorials in your production environment. Therefore, we recommend that you read through the relevant help pages and activities so that you know what the result will be before creating or modifying anything.
• A change template is mandatory when creating a change request and change order. It is possible to generate a change request from a problem report. Therefore, in order for you to complete this and subsequent tutorials, you must either be given access to create your own change template or use one that someone else has created. The change coordinator must then assist you in completing your tutorials. Speak to your team and administrator to determine the best approach for you.
• The activities in this tutorial assume the chosen change template matches the one created in Admin Tutorial 4.

Prerequisites

Before you can complete this activity, you must:

• Complete Activity 1 so that you have a problem report to review.
• Hold the Editor [Problem Reports] so that you can fill in additional information into the PR.

Steps

1. Review the problem report to determine if further action will be required. Fill in the Review section.

   1. From the Problem Report tab, click Edit.

   2. In the Review section, enter values for optional fields.

      • Problem Verification: A quick test of the speaker indicates that it does charge slowly and needs further investigation as to why.

      • Comments: Customer suggests the charging port is the wrong size for the charging cable.

        

        Note: The Reviewed By and Review Date field value is set automatically with the name of the person who completes the Review state.

2. Let's assume further technical analysis is required. Assign yourself as the Technician then submit the PR for technical analysis.

   1. Click Edit.

   2. In the Technical Analysis section, click the Technician field and enter your name.

   3. Set the Target Date to be one week from now.

      

   4. Click Save.

   5. From the Workflow tab, click the Submit to Technician transition. Alternatively. chose this option from the Workflow Actions drop-down.

      

      

      The assigned technician is responsible for performing an analysis to assess the root cause and potential impact on product design. The technician is notified by email and will find the report in their My Outstanding Work list.

      

      In our example, let's assume there was an issue in how the charging port was designed such that the charging cable easily falls out resulting in poor connection and therefore a slow charge.

3. Fill in the remaining information in the Review section.

   1. Click Edit.

   2. Fill in fields:

      • Root Cause - Charging port was designed such that the charging cable easily falls out resulting in poor connection and therefore a slow charge. New design required.

      • Root Cause Code – Design Issue.

      • Fill in any other fields as you see fit.

        

   3. Click Save.

4. Since changes are required for specific items, these items may be attached to the Affected Items tab of the problem report.

   1. Open the Affected Items tab

      

   2. Click Add, then select the Components workspace and search for the Outer Shell component released to production as part of the Wireless Speaker.

      

      

      Note: You can search for the Outer Shell component without setting the workspace filter.

   3. Select it and click Add. Notice the Outer Shell component has been added to the list of affected items.

      

      Note: In the case of a subsequent change request, this list of items is copied to the change request.

5. Since it has been determined that a design change is required, you must select a change template before you can use the workflow to create a change request.

   1. Click Edit.

   2. In the Review section, click the Change Template drop-down to select an appropriate change template.

      A change template contains stakeholders and common tasks that would be involved in most change processes. They are used to save time when filling out change requests and change orders that all follow the same process. If one does not exist, you might be able to create one if you have the correct permissions. Click the Quick Create icon to create one. See Tutorial 4: Change templates for steps on how to create a change template that is used for these tutorial examples.

   3. Generate a change request.

      • Option 1: From the Workflow tab, click the Initiate Change Request transition.

        

      • Option 2: From the Workflow Actions drop-down, select Initiate Change Request.

        

        

A change request is created and added to the Change Requests workspace. A link to this change request is added to the Related Processes section on the problem report as well as the Schedule tab. At this point, the problem report remains in the Change Request in progress state until the change request has been completed.

Activity 2 summary

In this activity, you reviewed a problem report and performed a technical analysis to progress the problem report through its lifecycle.