Managing problems

A problem is the source of incidents that can be tracked in GLPI. Symptoms, causes and impacts can be referenced. Problems are most often reported by technicians rather than users.

Create a problem

A problem is created like a ticket.

• From assistance > problems click on add

• Fill in the fields required to report a problem

The special feature of problems is that a analyses insert is available. In this box, you can enter :

• Symptoms

• Impact

• Causes

• Click on add

Link tickets

Problems are often created following feedback from user tickets. You can attach all related tickets to your problem to get a more global view of the impact.

Linking a change

You can link a change if the problem requires a modification to an element of the infrastructure, a procedure, etc.

Please refer to the article change if this applies to you. This section continues the example and shows you how to create and track a change.

Add a cost

The estimated cost of the problem can be added in order to evaluate the expenses incurred.

• Click on add a cost

• Add a name

• Indicate the duration of the problem

• Indicate the different types of cost (time, fixed, material)

• Indicate the budget affected (the total cost will be directly deducted from the budget indicated)

• Indicate the start and end dates of the problem

Project

If the case requires it, you could add a project. For example, if the problem had repercussions on other departments, a project may need to be set up to improve the company's processes or infrastructure. The problem may be linked to a change that gives rise to a project that may impact several departments.

Items

You can add elements affected by the problem. By elements, we mean any element of the park

• From the add an item section, select the type of item concerned from the drop-down list

• Select the item(s) concerned

• Click on add.

Impact analysis

The impact analysis enables you to see the linked elements and to have an overview of the impact that a breakdown in the infrastructure could have.

• To add an item, click on

• Select the type of equipment you wish to add

• Choose the item from the available list

• Use the icon to attach items

• With the icon, you can manage the colours of the relationships between elements.

Note

It is possible to add notes. The note is a free text field with no formatting facility.

Knowledge base

You can add one or more articles to the knowledge base.

• In the Link to a knowledge base entry section, add the article(s) you wish to add.