Problem classification involves the triage and assignment of the problem
for more investigation. After a problem is submitted, it moves to the
Classification state, where the project management
team can do one of the following:
- Start investigating the problem by assigning it to one of the
following:
- A technical team, where the problem remains until a member of the
team takes ownership of it. In this scenario, the team members are secondary
owners of the problem; there is no primary owner. If a technical SME is also
selected, he or she does not become the primary owner, but is automatically
selected when the problem is assigned.
- A technical SME, with no technical team members selected. In this
scenario, the technical SME is the primary owner and there is no secondary
owner.
- A technical SME, with technical team members selected. This
provides a backup if the technical SME cannot complete the work in a timely
manner, because the technical team members are secondary owners.
Note: You can use the
Reassign transition in applicable states
to assign the problem to another technical SME. For more information about
group queues, see
Group Queues.
- Update the problem with new information
- Put the item on hold
- Delete the problem (if the user has the "delete item" privilege)
- Add a file, item link, or URL to the item
- Choose an action such as sending an e-mail or adding a note
- Decide whether a tech note should be created when the problem is
resolved.
Note: When you link items, the related incidents are linked to the item,
and the item is saved. The linked items are shown on the
Incidents tab.
Copyright © 2012–2015 Serena Software, Inc. All rights reserved.