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Add problem

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.

Example of problems and related changes

In this example, we will take a problem to which a change will be linked. This is one case among many, the aim being to see the possible links between elements, tickets --> problems --> changes.

Concrete example

The accounting department reports major slowdowns on the file server. Tickets have alerted the IT department, which has to take the requests into account, analyse the source of the problem and act accordingly.

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

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  • Click on add

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.

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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

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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.

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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.

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Impact analysis

To use the impact analye, the materials must have been created previously, either through inventory feedback or manually.

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.

Last update: 27/12/2023