Remedy Problem Management · Remedy Problem Management module. Scope The target audience for this document is second level support staff but the information may also benefit Shared

Remedy Problem Management

Student Guide

Version: 2.2

Modified: 04/16/2019

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Shared Health Page 1 of 24

Table of Contents

Introduction ..................................................................................................................................................... 2

Purpose ............................................................................................................................................................................... 2 Scope ................................................................................................................................................................................... 2 Shared Health Problem Management ................................................................................................................................. 2 Icons .................................................................................................................................................................................... 2

Working with Problem Investigations ............................................................................................................ 3 Overview .............................................................................................................................................................................. 3 Process Flow Wizard ........................................................................................................................................................... 4 Stages of a Problem ............................................................................................................................................................ 4 Identification and Classification ........................................................................................................................................... 4 Review ................................................................................................................................................................................. 7 Investigation and Diagnosis............................................................................................................................................... 10 Resolution and Recovery .................................................................................................................................................. 17 Closed ................................................................................................................................................................................ 17

Working with Known Errors .......................................................................................................................... 18

Overview ............................................................................................................................................................................ 18 Creating a Known Error ..................................................................................................................................................... 19 Updating a Known Error .................................................................................................................................................... 20 Relating a Change Request (RFC) ................................................................................................................................... 21 Completing a Known Error ................................................................................................................................................ 23

References ..................................................................................................................................................... 24

Shared Health Documents ................................................................................................................................................ 24 BMC Remedy Problem Management Help ....................................................................................................................... 24 Definitions .......................................................................................................................................................................... 24




Introduction

Purpose

The purpose of this guide is to provide users with the necessary procedures to execute the activities and tasks within the Remedy Problem Management module.

Scope

The target audience for this document is second level support staff but the information may also benefit Shared Health management and Service Desk staff.

Shared Health Problem Management

A Problem is defined as a cause of one or more Incidents. The cause is not usually known at the time a Problem record is created, and the Problem Management Process is responsible for further investigation.

Problem Management strives to improve the quality of services delivered to clients by reducing the number of preventable service disruptions and to stabilize IT services.

More details on policies, principles and standards are in the Shared Health Problem Management Process Guide and the Problem Management Process Principle Guide located on SharePoint.

(See “References” on page 24)

Icons

The following icons are used throughout this guide.

Points to reference sources that contain more information on the topic

Indicates that the information is an important business rule, principle or standard in the Problem Management process

Warns of the consequences of doing or not doing a certain action

Identifies a tip or a shortcut




Working with Problem Investigations

Overview

The Problem Investigation (PBI) form is used in Remedy to investigate the root cause of one or more Incidents. The findings of the investigation, the diagnosis, and the workaround (if known) are recorded in this form.




Process Flow Wizard

The Process Flow Status/Wizard guides you through the Problem process from start to finish. It provides a visual mechanism to track the state of a Problem.

The Process Flow Status area displays the sequence of the Problem Management Lifecycle stages from the initial Identification and Classification stage to the Closed state. The current stage of the Problem is highlighted in green.

To advance through the Problem, click the drop down arrows to move to the next stage or click at the bottom of the form.

Stages of a Problem

Identification and Classification

This stage initiates the Problem Management process. The purpose of this stage is to accurately record Problem details, link corresponding Incidents, and assign the ticket to the Problem Manager for review.

CREATING A PROBLEM INVESTIGATION

To create a new Problem ticket:

1. Select Applications > Problem Management > New Problem.

A new Problem (PBI) appears. It is in the Identification and Classification stage and the Status is Draft.

Refer to Figure 1: Problem investigation lifecycle in the BMC Remedy Problem Management Help.




2. Populate the following fields.

Field Description

Coordinator Group Select Shared Health > Process > Problem-Mgmt

Problem Coordinator Select Problem Mgmt

Problem Location Verify that Air Canada has automatically been entered

Summary Type a brief description of the Problem

Notes Type a more detailed description of the Problem

Investigation Driver Select the option that best describes why the Problem ticket is being created

Impact Select the value that represents the scope of severity of the Problem 1 - Extreme or extensive and widespread impact, multi site, multi user effect 2 - Significant or large impact 3 - Moderate impact; single user impacted or multiple users 4 - Minor impact, localized effect; a single device or single user

Urgency Select the value that represents the effect of the Problem with a patient, business function, patient care, or administrative Task 1 - Patient critical clinical service; effect on patient safety or treatment 2 - Moderate effect on a clinical service or significant effect on a business service 3 - Moderate effect on a service other than patient care 4 - An effect on completion of an administrative Task

Priority Verify that Remedy has automatically calculated this value based on Impact + Urgency

Categorizations (left side of screen)

Operational Categorization Select the Tier 1, Tier 2, and Tier 3 options that best correspond with the Problem Product Categorization Select the Product Name that corresponds with the Problem. (Remedy will automatically fill in Tiers 1-3 and the Manufacturer.)

Assigned Group Select Shared Health > Process > Problem-Mgmt

Assignee Select Problem Mgmt

3. Click at the bottom of the Problem form.

4. Link related Incidents:




a. In the Quick Action section, select Create Relationship to > Incident.

The Incident Relationship Search window appears.

b. In the Search field, type % + the Incident ID you want to find (E.g. %1402) and click . The matching entries appear in the list.

If you do not know the Incident ID, click Use Advanced Search. Enter criteria that applies to the

Incident you are looking for and click .

c. Select the Incident ID that you want to link to.

d. Click at the bottom of the form. The following message appears.

e. Click . The Incident record is now on the Relationships tab.

f. Repeat steps a-f to link any other related Incidents.

5. Optional: If you would like the Problem Manager to assign the ticket to you, add the request in a Work Detail.

a. Select the Work Detail tab.




b. Enter your request in the Notes field.

c. Select Work Info Type > Working Log.

d. Click . The note appears as a new entry on the Work Detail tab.

6. Select at the bottom of the form. The Problem moves to the Review stage and is in a Status of Under Review.

You can also select Identification and Classification > Next Stage > Review.

Review

In this stage, the Problem is reviewed by the Problem Manager, assigned to the appropriate support group, and then to assigned an individual. The Assignee reviews the ticket and initiates his/her investigation.

ASSIGNING A PROBLEM INVESTIGATION

The Problem Manager will make the initial assignment to the appropriate support group and change the Status to Assigned.




The Queue Manager for the assigned support group is responsible for assigning the ticket to an individual.

To assign a Problem to a specific person:

1. Select the name from the Assignee list.

2. Click at the bottom of the Problem form. The Problem is still in the Review stage with a Status of Assigned.

REVIEWING A PROBLEM INVESTIGATION

When a Problem Investigation is assigned to you, take note of the following information in the form.

The Summary and Notes fields provide an explanation of the issue

The Priority determines the target resolution date (see Appendix C in the Problem Management Process Principle Guide)




The Categorizations link indicates how the Problem has been classified in terms of what type of issue it is (Operational Categorization) and the product that is involved (Product Categorization).

The Work Detail tab displays any additional notes that have been added to the Problem.

The Relationships tab displays any Incidents that have been linked to the Problem. A few of these records should be reviewed for workaround details as well as other information that may pertain to the investigation.

Any documents, screen shots, etc. that have been added to the Problem will be displayed on the Attachments tab.




INITIATING WORK ON A PROBLEM INVESTIGATION

To begin work on a Problem ticket:

1. If the Queue Manager has not yet assigned the ticket to you, select Assign to Me in the Quick Action section.

Your User ID appears in the Assignee field.

2. Select at the bottom of the Problem form. The Problem moves to the Investigation and Diagnosis stage and is in a Status of Under Investigation.

You can also select Review > Next Stage > Investigation.

Investigation and Diagnosis

In this stage, the Problem is investigated. The findings, workaround, and diagnosis are documented in the ticket.

SAVING A PROBLEM INVESTIGATION

To save any changes that you have made to a Problem ticket, click the button at the bottom of the form.

ADDING A WORK DETAIL

Capture any notes related to the Problem Investigation (client contact, technical investigation, troubleshooting, etc.) on the Work Detail tab.




To enter a new Work Detail:

1. Select the Work Detail tab.

2. Type the note in the Notes field.

3. Select an appropriate option from the Work Info Type list.

4. Click . The note appears as a new entry on the Work Detail tab.

A Work Detail cannot be deleted but you can edit it by double-clicking the record.

ADDING AN ATTACHMENT

Attach any documents, screen shots, articles, etc. related to the Problem Investigation on the Attachments tab.

Click to add a document or click to add a web link. The maximum file size per attachment is 2 MB.




ADDING A WORKAROUND

Once a workaround has been determined, document the details in the Workaround field. Provide specific instructions for how the workaround should be implemented.

Once you add the Workaround and save the Problem, Remedy will automatically update the Workaround Determined On field on the Date/System tab.

CREATING A TASK

To add a Task to a Problem Investigation:

1. In the Links section, select Tasks.

The Tasks window appears.

2. Click . A new Task form appears.




3. Populate the following fields:

Location Field Description

Top of the form Name Type a descriptive name for the Task

Summary Type a brief description of the Task

Notes Enter a detailed description of the Task

Priority Select a value that reflects the urgency and impact of the Task

General tab Site Select the location where the Task will be performed

Assignment/Dates tab Assignee Company Assignee Organization Assignee Group

Select the Company, Organization, and Group to which the Task will be assigned

Assignee IF you have been assigned a specific resource for the Task, select his/her name from the list; otherwise, leave this field blank and the Queue Manager for the Assignee Group will assign the Task to an individual

Scheduled Start Date Optional: Enter an estimated start date for the Task

Scheduled End Date Enter the date by which you need the Task completed

4. Click at the bottom of the Task form. The Task form closes. The new Task record appears in the Task window.

Note: The Task will remain in a Status of Pending until it is assigned to an individual.

5. Click . The Task window closes.

For information on how to update and complete a Task in Remedy, see the Shared Health Remedy Tasks Student Guide. (See “References” on page 24)




RELATING AN INCIDENT

If further Incidents are found to be related to the investigation, they must also be linked to the Problem ticket.

To link an Incident to a Problem Investigation:

1. In the Quick Action section, select Create Relationship to > Incident.

The Incident Relationship Search window appears.

2. In the Search field, type % + the Incident ID you want to find (E.g. %1402) and click . The matching entries appear in the list.

If you do not know the Incident ID, click Use Advanced Search. Enter criteria that applies to the

Incident you are looking for and click .

3. Select the Incident ID that you want to link to.

4. Click at the bottom of the form.

The following message appears.

5. Click . The Incident record is now on the Relationships tab.




GENERATING A KNOWN ERROR

Once a workaround and root cause has been established, create a Known Error (PKE) to document the details.

To generate a Known Error from within a Problem Investigation:

1. Save the Problem ticket.

2. Select Investigation and Diagnosis > Generate Known Error.

The Known Error form appears and displays the details of the new PKE record. Some default information, including the Workaround, is automatically populated from the related PBI. The Status is Assigned.

3. Add a Work Detail to document the root cause, the action needed to resolve the issue, and the resolution status:


b. Type the note in the Notes field.

c. Select Work Info Type > General Information.


4. Click at the bottom of the Known Error form. The PKE form closes and the related PBI appears.




COMPLETING A PROBLEM INVESTIGATION

Once a related Known Error record has been created, you can complete the Problem Investigation:

1. Select or at the bottom of the Problem form.

The Problem Resolution form appears.

2. Select Status Reason > Known Error.

3. Click at the bottom of the Problem Resolution form.

The following message appears.

4. Select No. The Problem moves to the Resolution and Recovery stage and is in a Status of Completed.

5. Assign the Problem Investigation to the Problem Manager:

a. Select Assigned Group > Shared Health > Process > Problem-Mgmt.

b. Select Assignee > Problem Mgmt.





REASSIGNING A PROBLEM INVESTIGATION

If you believe the Problem Investigation should be assigned to a different support group, do the following:

1. Confirm the re-assignment with your Queue Manager.

2. Confirm the re-assignment with the Problem Manager.

3. Add a Work Detail to document the contact with your Queue Manager and the Problem Manager.

4. Assign the Problem Investigation to the Problem Manager:



5. Select Status > Pending.

6. Select Status Reason > Pending Original Problem.


Resolution and Recovery

During this stage, the resolution identified in the related Known Error is implemented and verified.

Closed

Once the related Known Error (PKE) has been resolved and closed, the Problem Manager will close the Problem Investigation (PBI).




Working with Known Errors

Overview

The Known Error (PKE) form is used in Remedy to document the root cause and workaround details for a Problem. Resolution details are also captured in this form. A Known Error may or may not be related to a Problem Investigation (PBI).




Creating a Known Error

WITHIN A PROBLEM INVESTIGATION

To create a Known Error (PKE) from within the Problem Investigation (PBI) form, see “Generating a Known Error” on page 14.

STAND-ALONE KNOWN ERROR

In some cases, a vendor or project may provide root cause and workaround details for a known issue. Since an investigation is not needed in these situations, a Known Error (PKE) may be created without first creating a Problem Investigation (PBI).

To create a stand-alone Known Error:

1. Select Applications > Problem Management > New Known Error.

A new Known Error (PKE) appears. The Status is Assigned.

2. Populate the following fields.

Field Description

Coordinator Group Select Shared Health > Process > Problem-Mgmt

Problem Coordinator Select Problem Mgmt

Known Error Location Select the primary region affected by the error

Summary Type a brief description of the error

Notes Type a more detailed description of the error

Impact Select the value that represents the scope of severity of the error: 1 - Extreme or extensive and widespread impact, multi site, multi user effect 2 - Significant or large impact 3 - Moderate impact; single user impacted or multiple users 4 - Minor impact, localized effect; a single device or single user

Urgency Select the value that represents the effect of the error with a patient, business function, patient care, or administrative Task: 1 - Patient critical clinical service; effect on patient safety or treatment 2 - Moderate effect on a clinical service or significant effect on a business service 3 - Moderate effect on a service other than patient care 4 - An effect on completion of an administrative Task

Priority Verify that Remedy has automatically calculated this value based on Impact + Urgency

Categorizations Operational Categorization




Field Description

(left side of screen) Select the Tier 1, Tier 2, and Tier 3 options that best correspond with the error Product Categorization Select the Product Name that corresponds with the error. (Remedy will automatically fill in Tiers 1-3 and the Manufacturer.)

Assigned Group Select Shared Health > Process > Problem-Mgmt

Assignee Select Problem Mgmt

Workaround Type detailed instructions for how to apply the workaround

3. Add a Work Detail to document the root cause, the action needed to resolve the issue, and the resolution status:


b. Type the note in the Notes field.

c. Select Work Info Type > General Information.


4. Click at the bottom of the Known Error form.

The Problem Manager will assign the Known Error to the appropriate support group. The Queue Manager for that group is responsible for assigning it to an individual.

Updating a Known Error

The following procedures are performed the same way in the Known Error form as in a Problem Investigation. Refer to the page numbers indicated below for further instruction on these topics.

Topic Page # Topic Page #

Saving 10 Adding an Attachment 11

Adding a Work Detail 10 Creating a Task 12

If a solution is not going to be implemented for a long time (E.g. replace app in 3 years) then set the Status of the Known Error to No Action Planned. Also, add a Work Detail explaining the current status and whether future plans are being contemplated.

When the time comes to submit a Change Request to implement the solution, proceed with the instructions outlined in the next section.




Relating a Change Request (RFC)

If an RFC is required in order to implement the resolution for a Known Error, the RFC must be related to the Known Error within Remedy.

The Shared Health Change Management process and training documents provide guidance for working with RFCs. (See “References” on page 24)

RELATING A NEW RFC

If the RFC does not yet exist, you can create it from within the Known Error form. This method will auto-populate many of the fields in the Change form based on information in the related Known Error.

To create an RFC from within a Known Error:

1. Save the Known Error.

2. In the Quick Action section, select Create Related Request > Infrastructure Change.

The new Change appears. Many of the fields are already populated.

3. Enter the required information into the Change form and click . The following message appears.

4. Click . The Change form closes and the related Known Error re-appears. The new Change record is now on the Relationships tab.

5. Select Status > Scheduled For Correction.

6. Select Status Reason > Pending Infrastructure Change.




RELATING AN EXISTING RFC

If the RFC already exists, relate it to the Known Error:

1. In the Quick Action section, select Create Relationship to > Infrastructure Change.

The Change Relationship Search window appears.

2. In the Search field, type % + the Change ID you want to find (E.g. %1402) and click . The matching entries appear in the list.

If you do not know the Change ID, click Use Advanced Search. Enter criteria that applies to the

Change you are looking for and click .

3. Select the Change ID that you want to link to.

4. Click at the bottom of the form. The following message appears.

5. Click . The Change record is now on the Relationships tab.

6. Select Status > Scheduled For Correction.

7. Select Status Reason > Pending Infrastructure Change.




You can also create a relationship from the bottom of the Relationships tab.

The RFC now moves through the Shared Health Change Management process.

Completing a Known Error

Once the Known Error has been resolved and confirmed with the client, you can complete the Known Error:

1. Select Status > Corrected.

2. In the Resolution field, type a note to explain what action was taken to resolve the error.

3. Assign the Known Error to the Problem Manager:



4. Click at the bottom of the Known Error form.

The Problem Manager will confirm root cause and correction and then close the Known Error and related Problem Investigation.




References

Shared Health Documents

To view the Shared Health Process Documents or Remedy Training Material, log into Remedy and select the Document Viewer.

RELATED PROCESS DOCUMENTS

Problem_Mgmt Process Guide

Problem_Mgmt Process Principle Guide

Change_Mgmt Process Guide

Change_Mgmt Process Principle Guide

RELATED TRAINING MATERIAL

Remedy Basic Features Student Guide

Problem Management Student Guide

Problem Management Quick Reference Guide

Problem Management Lab Exercises

Problem Management Training Presentation Slides

Change Management Student Guide

Change Management Quick Reference Guide

Tasks Student Guide

BMC Remedy Problem Management Help

Definitions

See “Appendix D – Glossary” in the Shared Health Problem Management Process Principle Guide.