Assess a problem to determine whether the problem requires a thorough
investigation.
Before you begin
Role required: admin, problem_admin, problem_manager, or
problem_coordinator
Activate the Problem Management Best Practice — Madrid — State
Model (com.snc.best_practice.problem.madrid.state_model) to get the new best
practice states and guided actions to navigate the lifecycle of a problem.
For details, see Activate Problem Management Best Practice — Madrid — State Model.
About this task
Assessing a problem involves analyzing the scale and extent of the problem, as well
as its cause and effect.
Procedure
Click Assess and fill the mandatory fields.
After assessing the problem, you can perform any one of the following
actions:
Option
Action to be taken
If the problem is valid and requires a resolution
Click Confirm.
If there is an existing problem with similar issue
Click Mark Duplicate.
Note:
When you mark a problem as duplicate, the related records
from the duplicate problem are moved to the existing
problem.
The List of related task records
(comma-separated) to move over when a problem is marked
as a duplicate of another
(problem.duplicate.records_to_move)
problem management property controls the related records
that are copied from the existing to the original
problem.
If the problem is not a valid problem
Click Cancel.
What to do next
After you confirm that the problem needs investigation and a resolution, the problem
enters the Root Cause Analysis state.
