Assigning Problem Tickets

For the majority of users, assigning Problem Tickets functions the same as any other module. The user will need to re-assign the problem to the proper Assignment group, and will not be able to assign the Problem ticket directly to another user if the user is not part of the assignment group. If this Problem is the result of a Major Incident, a different assignment process should be utilized by Incident Coordinators:

Assignment of Major Incident related Problem Tickets:

Once the Incident Coordinator has ensured that any Knowledge has been posted, they should:

  • Assign the the Problem ticket to the Problem Management assignment group.

The Problem Management team will have been notified that this Problem exists; and it is now assigned to their assignment group. The Problem Analyst should:

  • Enter their name into the Assigned To (if this is not previously done by the Problem Manager)
  • Create Tasks for the Problem (Tasks are established, as part of the After Action Review process)
  • Ensure the correct root cause Configuration information (Client Service, Service Component, and Configuration Item) is populated on Problem.
  • Assign the Problem to the Service Owner.

To Assign the ticket to the Service Owner the Problem Analyst should:

  • Click the button “Assign to Service Owner”.
  • This action will reassign the Problem to the Service Owner group and place the Service Owner into the Assigned To field.

Note 1: This action is only available to Problem Management.

Note 2: Service Owners are unable to reassign the ticket. The Problem is for their service and are ultimately accountable for ensuring all work to complete the Problem is taken care of. Should there be a reason to reassign the Problem, the Service Owner should contact the Problem Manager. The Problem Manager will be able to reclaim the Problem for re-assignment.

Reclaiming a Problem (Problem Management only)

If Problem Management needs to regain ownership of the Problem after it has been assigned to a Service Owner, there will be a new button that will allow them to reassign the Problem to the Problem Management group.

For those with the Problem_Management role, only:

  • Ensure ticket has been assigned to the Service Owner Group and Assigned to is the Service Owner
  • Click the “Assign to Problem Management” button
    • Assignment Group will revert back to Problem Management
    • Assigned to will be blanked out
  • Assign to appropriate Assignment Group and Assigned To