Please tell me about the roles of the fields 「problem_id」 「rfc」 and 「caused_by」

[Ryuji_Terada]

Hello, All

Please tell me in detail about the purpose and roles of each field, 「problem_id」, 「rfc」 and 「caused_by」 in the incident form.

[Kalyani21 · Accepted solution]

Hello Ryuji,

On incident form , "problem_id" is referencing to problem number to problem table ,"rfc" refers to request for change and "caused_by" field is a reference field on the incident form which is referencing to change_request table.

Hope it will help.

Regards,

Kalyani Shaha

[yuvarajkate · Accepted solution]

1. problem_id Field

• Purpose: The problem_id field is used to link an incident to a Problem record, which is created when a recurring or significant issue is identified. Problem Management focuses on identifying the root causes of incidents and preventing future occurrences.

• Role:

  • The field helps track and link incidents to a specific Problem record, which may indicate that multiple incidents share a common cause.
  • This linkage is critical for teams to analyze patterns and identify underlying issues, which can be addressed at the root cause level.
  • Problem Management is typically proactive, aiming to prevent future incidents by resolving the root causes of recurring issues.

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2. rfc (Request for Change) Field

• Purpose: The rfc field associates an incident with a Change Request (RFC). This is useful when the incident may have been triggered by a recent change to the IT infrastructure, such as a system update, hardware installation, or software modification.

• Role:

  • Linking incidents to Change Requests helps track whether a planned change has caused unexpected issues or failures.
  • Change Management processes help mitigate risks associated with changes by ensuring that all changes are thoroughly assessed, approved, and communicated.
  • By associating incidents with RFCs, organizations can quickly identify if a particular change might be responsible for the incident.

---

3. caused_by Field

• Purpose: The caused_by field links an incident to the Configuration Item (CI) or service that caused the issue. A CI is any asset, component, or service that is part of the IT infrastructure and may directly impact IT services. This field helps pinpoint the specific component that is causing the problem.

• Role:

  • The caused_by field helps to associate the incident with a Configuration Item (e.g., a server, network device, application, etc.) that is either malfunctioning or misconfigured, leading to the incident.
  • It is part of the Configuration Management process, allowing teams to trace issues back to specific infrastructure components and understand the broader impact of failures.

[Kalyani21 · Accepted solution]

Hello Ryuji,

On incident form , "problem_id" is referencing to problem number to problem table ,"rfc" refers to request for change and "caused_by" field is a reference field on the incident form which is referencing to change_request table.

Hope it will help.

Regards,

Kalyani Shaha

[Ryuji_Terada]

@Kalyani21 

It was very helpful, thank you very much.

[yuvarajkate · Accepted solution]

1. problem_id Field

• Purpose: The problem_id field is used to link an incident to a Problem record, which is created when a recurring or significant issue is identified. Problem Management focuses on identifying the root causes of incidents and preventing future occurrences.

• Role:

  • The field helps track and link incidents to a specific Problem record, which may indicate that multiple incidents share a common cause.
  • This linkage is critical for teams to analyze patterns and identify underlying issues, which can be addressed at the root cause level.
  • Problem Management is typically proactive, aiming to prevent future incidents by resolving the root causes of recurring issues.

---

2. rfc (Request for Change) Field

• Purpose: The rfc field associates an incident with a Change Request (RFC). This is useful when the incident may have been triggered by a recent change to the IT infrastructure, such as a system update, hardware installation, or software modification.

• Role:

  • Linking incidents to Change Requests helps track whether a planned change has caused unexpected issues or failures.
  • Change Management processes help mitigate risks associated with changes by ensuring that all changes are thoroughly assessed, approved, and communicated.
  • By associating incidents with RFCs, organizations can quickly identify if a particular change might be responsible for the incident.

---

3. caused_by Field

• Purpose: The caused_by field links an incident to the Configuration Item (CI) or service that caused the issue. A CI is any asset, component, or service that is part of the IT infrastructure and may directly impact IT services. This field helps pinpoint the specific component that is causing the problem.

• Role:

  • The caused_by field helps to associate the incident with a Configuration Item (e.g., a server, network device, application, etc.) that is either malfunctioning or misconfigured, leading to the incident.
  • It is part of the Configuration Management process, allowing teams to trace issues back to specific infrastructure components and understand the broader impact of failures.

[Dr Atul G- LNG · Accepted solution]

Hi @Ryuji_Terada 

From process side:

「problem_id --> An incident can  be mapped to a problem record, so that it can added in list with other incident for same nature in problem.

「rfc」--> Request for change: Means you want to resolve an incident and then a change has been logged for same.

and 「caused_by」 --> An incident which has been raised due to failure of any change.

[Dr Atul G- LNG · Accepted solution]

「problem_id --> An incident can  be mapped to a problem record, so that it can added in list with other incident for same nature in problem.

「rfc」--> Request for change: Means you want to resolve an incident and then a change has been logged for same.

and 「caused_by」 --> An incident which has been raised due to failure of any change.