.Problems v2019.2

In PCR-360, a number of associated Service Requests, Orders, Incidents, and/or Incident Requests are known as a Project. Sometimes it would be preferable to have only Incidents or Incident Requests grouped together to aide in tracking related issues in the organization. Associated Incidents and Incident Requests are known as a 'Problem'. To build a Problem, Users will follow the same protocol established to build a Project.

Building a Problem

Navigate to the Service Desk Problems grid by clicking the Service Desk icon in the 'Main' tab. Select the Problems icon. Select the 'Add' button on the Grid Toolbar located above the Problems grid.

Problem Data Entry Form

The Problem Data Entry Form will require Users to define the Problem's Source, Status, and Service Rep from drop-down menus. Keep in mind that multiple Incidents may be assigned to multiple Service Representatives, a Problem is assigned to only One Service Representative.

The critical function when creating a Problem is to consolidate several Incidents under one Problem. To do so, see the tab entitled 'Associated Items' in the data entry form.

Tabs

When on the Problem Form, the tabs are displayed immediately below the input fields in the data entry form. By accessing these tabs, Users can see all the associated data that is related to the Problem and edit the data that is specific to the Problem. The 'Tabs' associated with Problem are Associated Items, Equipment, Contacts, Charges, Labor, Activity/Remarks, Email Thread, Attachments, and User Defined Fields.

Resolving a Problem

Once all of the Incidents have been resolved on the Problem the User can select a Status of Complete to close the Problem. The User will be asked if the Problem's Resolution should be copied to the Incidents.

If the User selects Yes this form then the Resolution will overwrite the previously selected Resolutions on the Incidents.