Anda di halaman 1dari 81

ITIL PROBLEM ITIL PROBLEM

MANAGEMENT MANAGEMENT
USER GUIDE VER. 2.1 USER GUIDE VER. 2.1
SCB ITIL Problem Management User Guide Ver 2.0
Issue / Amendment Record
Proect ID
Proect N!me SCB ITIL Problem Management
Document St!tus Final !elease
Vers"on D!te Aut#or Re$"e%er A&&ro$er Vers"on Summ!r'
".0
"# Mar
200$
%i&ro
SCB Pro'e(t
team
Final )ra*t o* t+e SCB
ITIL Problem
Management User Guide.
"."
"2 ,&r
200$
SCB dra*t
(omments
-+ile &ending
re.ision on 20
,&r
U&date Pre*a(e to
summarise en+an(ement
!e&la(e s(reen &rint -it+
te/t bo/ to redu(ed si0e
o* do(ument
".2
01 Ma2
200$
%i&ro
!e&la(e (ontent -it+
sim&ler te/t. C+ange
s(reens+ots and
in*ormation in a((ordan(e
-it+ t+e u&dated
a&&li(ation.
".2."
23 Ma2
200$
%i&ro
C+andran
SCB Pro'e(t
team
In(lude t+e Lu(4 5oong
(omments and modi*ied
t+e error messages.
2.0 "6 7un Lu(4 5oong
,dd in 5no-n 8rror
status ,&&ro.ed Content
on &age $9
!elease *or &ubli(ation
2." 21 Feb Lu(4 5oong
Feedba(4 *rom users
sin(e rollout in end 7un
0$. Clari*i(ation on t+e
belo-:
In.estigator dri.er;s
.alue
Status o* &roblem
re(ord
!eason (ode *or root
(ause not *ound
added .alue .ia !8M
0<0003
= Standard C+artered Ban4
2
SCB ITIL Problem Management User Guide Ver 2.0
TABLE O( )ONTENTS
1. INTRODU)TION............................................................................................................... *
1.1 Objective of this Guide......................................................................................................................7
1.2 Purpose of Enhancement...................................................................................................................7
1.3 Enhancements Made An Overvie.................................................................................................!
1.3.1 Incident Management.........................................................................................................................8
1.3.2 Problem Management........................................................................................................................9
1." #o$in %etai&s....................................................................................................................................11
2. IN)IDENT MANAGEMENT............................................................................................. 1+
2.1 'ncident Mana$ement (onso&e........................................................................................................1"
2.2 )earches for 'ncident *ic+et.............................................................................................................1,
2.3 'ncident Matchin$............................................................................................................................17
2." Onership *ab&e..............................................................................................................................17
2.- .ecurrin$ 'ncidents.........................................................................................................................1!
2., Emai& /otifications to 0ser.............................................................................................................11
+. IN)IDENT MAT),ING.................................................................................................... 21
3.1 )hared )earch (riteria....................................................................................................................2"
3.2 'ncident )earch................................................................................................................................2"
3.3 Prob&em )earch................................................................................................................................2-
3." 2non Error )earch........................................................................................................................2,
3.- 3ie 'ncident4 Prob&em42non Error.............................................................................................27
3., Add 'ncident Prob&em .e&ationship..............................................................................................27
3.7 .emove 'ncident Prob&em .e&ationship........................................................................................2!
3.! (reate Prob&em *ic+et.....................................................................................................................2!
3.1 'mportant E5ceptions.......................................................................................................................2!
-. PROBLEM MANAGEMENT............................................................................................ ++
".1 Prob&em Mana$ement (onso&e........................................................................................................3"
".2 .ecordin$ a Prob&em.......................................................................................................................3-
4.2.1 Create Problem Ticket......................................................................................................................35
4.2.2 Modify Problem Ticket....................................................................................................................38
".2.2.1 .oot (ause Ana&6sis 7.(A8 *ab......................................................................................................"9
".2.2.2 )o&utionin$ *ab................................................................................................................................"9
= Standard C+artered Ban4
3
SCB ITIL Problem Management User Guide Ver 2.0
".2.2.3 .e&ationships *ab.............................................................................................................................",
4.2.2.4 Important !ception".......................................................................................................................49
".3 )earch Prob&em *ic+et.....................................................................................................................-"
"." Prob&em )tatus.................................................................................................................................--
".- Emai& /otifications to 0sers............................................................................................................-7
.. /NO0N ERROR............................................................................................................. 1.
-.1. .ecordin$ a 2non Error................................................................................................................,-
-.2. Approva& of 2non Error................................................................................................................,!
5.2.1. #no$n rror %ppro&al Con"ole......................................................................................................'8
-.3. Pub&ishin$ 2non Error..................................................................................................................,1
-.". .etirement of 2non Error..............................................................................................................71
-.-. 'mportant E5ceptions.......................................................................................................................7"
-.,. 2non Error )tatus.........................................................................................................................7-
-.7. Emai& /otifications to 0sers............................................................................................................77
5.(.1. #no$n rror )otification" *or P+bli",...........................................................................................((
5.(.2. #no$n rror )otification for -etirement........................................................................................(9
5.(.3. #no$n rror )otification for Cancel..............................................................................................8.
= Standard C+artered Ban4
#
SCB ITIL Problem Management User Guide Ver 2.0
PRE(A)E
SCB ITIL Problem Management User Guide des(ribes t+e en+an(ements in t+e ne- a&&li(ation. It is
using t+e BMC !emed2 ,(tion !e>uest S2stem
=
?,! S2stem@ as t+e de.elo&ment &lat*orm.
It en+an(es t+e &ro(ess o* In(ident Management -it+ t+e belo-
!2 Ren!me o3 Modu4e N!me "n Remed' !nd e5tent sco&e o3 us!6e
Problem Management A In(ident Management B ne- *ield to integrate to Problem module
!C, ?!oot Cause ,nal2sis@ A Problem Management B e/tended s(o&e o* usage to su&&ort
teams
!2 Autom!ted m!tc#"n6
%ee4l2 identi*i(ation o* re(urring in(idents based on &artial &rede*ined (riteria t+at ties in -it+
o-ner grou& (ombination *or im&a(ted and se(urit2 in(idents.
72 Autom!ted not"3"c!t"on !ct"n6 !s rem"nder
-it+ es(alation to line managers i* no a(tion a*ter a -ee4
(@ Em!"4 sends to end user %#en Resumed8 "s #!$"n6 $!4ue Ces instead o* -+en ti(4et is in
!esol.ed status. I* !esumedD is EoF email -ill be sent -+en ti(4et is in !esol.ed status
d@ E33ect"$e "nte6r!t"on bet-een In(identF ProblemF 5no-n error and C+ange Modules
It en+an(es t+e &ro(ess o* Problem Management -it+ t+e belo-:
b@ ,llo-ing t+e user to (reate a Problem Ti(4et.
(@ ,llo-ing t+e users to resol.e G (lose Problem Ti(4ets.
d@ O%ners#"& Re&os"tor'
,llo-s Ser.i(eHCom&onent o-ner to (on*igure t+res+oldH&arameters *or identi*i(ation o* &otential
re(urren(e so as to *a(ilitate autoemail noti*i(ation
)e*ine I-ner grou& based on Ser.i(eF Com&onentF )omain and ,**e(ted Countr2
e@ /no%n error Ee- submodule in Problem management
,llo-ing t+e users to (reate 5no-n 8rrors -it+ a&&ro.al &ro(ess
,llo-ing t+e users to ,&&ro.eF &ublis+ and retire a 5no-n 8rror
to integrate -it+ 5M! ?5no-ledge Management in !emed2@ to im&ro.e management o* 5M!
arti(les
*@ Inc"dent M!tc#"n6
Inline identi*i(ation o* &otential re(urring in(idents -it+ an e/tended s(o&e -+i(+ allo- grou&ing
o* ser.i(e re>uest and nonim&a(ted in(idents
= Standard C+artered Ban4
9
SCB ITIL Problem Management User Guide Ver 2.0
TARGET AUDIEN)E
T+is guide is *or t+e users o* t+e SCB ITIL Problem Management a&&li(ation. T+e2 in(lude:
a@ Inc"dent M!n!6ement Te!m9 -+o re(ords In(identsF modi*ies In(identsF resol.es and (loses t+e
In(idents.
b@ Pro74em M!n!6ement Te!m9 -+o re(ords ProblemsF modi*ies ProblemsF underta4es Problem
Control ?!oot Cause ,nal2sis@ and 8rror Control ?Pro.ide solution@ a(ti.ities.
= Standard C+artered Ban4
6
SCB ITIL Problem Management User Guide Ver 2.0
1. INTRODU)TION
T+is se(tion &ro.ides o.er.ie- o* t+e SCB ITIL Problem Management. T+e *ollo-ing to&i(s are
dis(ussed:
". Ib'e(ti.e o* t+is guide
2. Pur&ose o* 8n+an(ement
3. 8n+an(ements Made , Brie* I.er.ie-
1.1 O7ect"$e o3 t#"s Gu"de
T+is guide e/&lains t+e *un(tions o* t+e s2stem in brie* and *o(uses &rominentl2 on using t+e
s2stem *rom a user;s &oint o* .ie-.
T+is guide e/&lains a(tions t+at t+e user (an &er*orm during t+e li*e(2(le o* JIn(ident
ManagementKF JProblem ManagementK K. T+at in(ludes J5no-n 8rror ,&&ro.alKF and JIn(ident
Mat(+ingK modules.
T+is s2stem is an en+an(ement o* t+e e/isting Problem Management and !C, ?!oot Cause
,nal2sis@ module. Eote t+at t+is User Guide (o.ers onl2 t+e en+an(ements in(or&orated in t+e
e/isting s2stem. T+e In(ident Management User Guide s+ould be re*erred *or e/isting *eatures.
1.2 Pur&ose o3 En#!ncement
SCB *elt t+e need to align t+eir e/isting JProblem ManagementK and J!C,K modules -it+ ITIL Best
Pra(ti(es Model. T+is -as initiated to o.er(ome t+e s+ort(omings in t+e e/isting s2stem. Some o* t+e
(+allenges *a(ed -ere:
T+e earlier s2stem -as used to log bot+ In(ident Ti(4ets as -ell as Problem Management Ti(4ets.
T#e num7er o3 o&en t"c:ets "n Remed' #!s t#us !n "m&rec"se me!n"n69 s"nce some t"c:ets
re3er to ! s"tu!t"on %#ere ser$"ce #!s not 'et 7een resumed !nd ot#ers re3er to &ro74ems
%!"t"n6 3or ! &erm!nent 3"5. T#"s m!"n4' !33ects Se$ + "nc"dents !nd "s t#e source o3 most
com&4!"nt. T+ere -as a s(o&e to streamline bot+ t+ese *un(tionalities into t-o se&arate modules t+at
-ere -ell integrated and (om&liant to ITIL *rame-or4.
T+e earlier s2stem did not +a.e (learl2 de*ined interrelations+i&s bet-een In(ident ManagementF
Problem ManagementF and C+ange Management. ,lso t+ere -as no dire(t relations+i& bet-een SCB
C+ange Management and SCB Problem Management. T+is asso(iation -as onl2 &ossible i* a
C+ange !e>uest -as re(orded under t+e Problem Management *orm.
T+ere -as la(4 o* a &roa(ti.e met+od *or identi*2ing &otential Problem and re(urring In(ident Ti(4ets.
SCB;s !C, module -as &rimaril2 used *or &ostmortems o* SCB Problem Ti(4ets.
= Standard C+artered Ban4
$
SCB ITIL Problem Management User Guide Ver 2.0
1.+ En#!ncements M!de ; An O$er$"e%
T+e ne- .ersion (onsists o* inde&endent modules *or In(ident Management and Problem Management
as &er t+e ITIL *rame-or4. , brie* e/&lanation *or In(ident Management and Problem Management
&ro(ess is &resented -it+ *lo-(+arts -+ere t+e !oles -it+in SCB are s+o-n at t+e le*t+and side o* (+art.
1.+.1 Inc"dent M!n!6ement
T+e In(ident Management ?IM@ module is basi(all2 a modi*ied .ersion o* Problem Management module o*
t+e earlier .ersion. ?Please re*er in(ident management user guide *or more in*ormation on t+e IM &ro(ess@
In(ident Management module is used *or logging In(ident Ti(4ets and e**e(ti.el2 *inding out t+e
related in(idents *or (reation o* a Problem Ti(4et.
T+e indi.idual In(idents -ill be -or4ed on se&aratel2 to &ro.ide a resolution to re(o.er ea(+
ser.i(e to allo- business to (ontinue.
Goal o* In(ident Management is to restore t+e normal ser.i(e o&eration as >ui(4l2 as &ossible -it+
minimum disru&tion to t+e business and t+us ensuring t+at t+e best a(+ie.able le.els o* a.ailabilit2 and
ser.i(e are maintained.
1.+.2 Pro74em M!n!6ement
= Standard C+artered Ban4
<
SCB ITIL Problem Management User Guide Ver 2.0
T+e Problem Management module is basi(all2 t+e modi*ied .ersion o* !C, ?!oot Cause ,nal2sis@
module o* t+e earlier .ersion.
T+e Problem Management module +as been designed to underta4e t+e tas4 o* Problem Control
?!oot Cause ,nal2sis@ and 8rror Control ?Finding and Build Solution@.
It is designed to identi*2 &otential re(urring In(idents using In(ident Mat(+ing. In(ident Mat(+ing is
grou&ing In(idents -it+ similar &arameters.
It -ill +el& to tra(4 *inding o* &ermanent solution *or &roblems -+ere root (auses are *ound.
It -ill allo- t+e I-ner Grou& and ITSC Problem Management grou& to (reate a &roblem
re(ord?s@ to underta4e t+e !C,.
It allo-s Problem Ti(4et to be asso(iated -it+ more t+an one In(ident.
, J5no-n 8rrorK submodule o* t+e Problem Management module *a(ilitates t+e (a&turing o* t+e
-or4around details. , 5no-n 8rror (an be (reated a*ter *inding out t+e -or4around details *or t+e
Problem re(ord.
8rror Control (o.ers t+e &ro(esses in.ol.ed in &rogressing 5no-n 8rrors until t+e2 are eliminated
b2 t+e su((ess*ul im&lementation o* a (+ange under t+e (ontrol o* t+e C+ange Management &ro(ess.
T+e ob'e(ti.e o* error (ontrol is to be a-are o* errorsF *inding o* solution and to eliminate t+em -+en
solution is *easible and (ost'usti*iable.
Goal o* Problem Management is to minimi0e t+e ad.erse e**e(t o* in(idents and &roblems (aused b2
errors in t+e in*rastru(ture on t+e business and to &roa(ti.el2 &re.ent t+e o((urren(e o* in(identsF
&roblems and errors.
= Standard C+artered Ban4
1
SCB ITIL Problem Management User Guide Ver 2.0
Problem Management process is required:
To resol.e &roblems >ui(4l2 and e**e(ti.el2.
To ensure resour(es are &rioriti0ed to resol.e &roblems in t+e most a&&ro&riate order based on
business need.
To &roa(ti.el2 identi*2 and resol.e &roblems and 5no-n 8rrors t+us minimi0ing in(ident
o((urren(es.
To im&ro.e t+e &rodu(ti.it2 o* su&&ort sta**.
To &ro.ide rele.ant management in*ormation.
Responsibilities of Problem Management process includes:
Problem Control: Problem (ontrol in(ludes:
Problem identi*i(ation G re(ording
Problem (lassi*i(ation
Problem in.estigation G diagnosis
8rror Control: 8rror (ontrol in(ludes:
8rror identi*i(ation and re(ording
8rror assessment
= Standard C+artered Ban4
"0
SCB ITIL Problem Management User Guide Ver 2.0
!e(ording error resolution
8rror (losure
Monitoring resolution &rogress
,ssistan(e -it+ t+e +andling o* ma'or in(idents
Proa(ti.e &re.ention o* &roblemsF it in(ludes:
Trend anal2sis
Targeting su&&ort a(tion
Pro.iding in*ormation to t+e organi0ation
Ibtaining management in*ormation *rom &roblem data
Com&leting ma'or &roblem re.ie-s
Benefits of Problem Management process are:
Im&ro.ed IT ser.i(es
In(ident .olume redu(tion
Permanent solutions
Im&ro.ed organi0ational learning
Im&ro.ed Ser.i(e )es4 *irst time *i/ rate
1.- Lo6"n Det!"4s
Login details (an be *ound in In(ident Management user guide.
I* t+e User Eame G Pass-ord (ombination is (orre(tF t+e User -ill be logged in and ta4en to
a Lome Page t+at -ill +a.e a lin4 to go to Problem Management Console.
User (an also a((ess t+e Problem Management Console using t+e Ib'e(t List. Cli(4 t+e
MIP8EN button to o&en t+e Ib'e(t List.
= Standard C+artered Ban4
""
SCB ITIL Problem Management User Guide Ver 2.0
("6ure 1.-.1 ; Se!rc# O7ect L"st
Go to t+e JFindK tab in t+e Ib'e(t List. In t+e JSear(+ -+at 4e2-ordsK *ield t2&e JProblem
Management ConsoleK. !e*er Figure ".#."
Cli(4 on t+e MFIE)N button. , list o* ob'e(ts -ill be dis&la2ed in t+e table. Sele(t JProblem
Management ConsoleK re(ord and (li(4 on IP8E button.
T+is -ill o&en t+e Problem Management Console as s+o-n in Figure #." on &age 3#
Se!rc# Remed' (orm<
User (an a((ess t+e *orms b2 mentioning t+e alias name in t+e JSear(+ %+at 5e2-ordK *ield o* t+e ob'e(t
list *or t+e *ollo-ing *orms listed in t+e table ".".
Se!rc# (or (orm
=3rom O7ect L"st2
Se!rc# (or ="n >Se!rc# %#!t
/e'%ord8? ("e4d2
(orm N!me "n E!r4"er Vers"on
Problem Management Console Problem Management Console !C, Console
In(ident Management Console In(ident Management Console Problem Management
Problem Management Problem Management !C, !e(ord *orm
In(ident Management In(ident Management SCBProblemManagement
T!74e 1.1< Det!"4s 3or Se!rc#"n6 (orms 3rom O7ect L"st
= Standard C+artered Ban4
"2
SCB ITIL Problem Management User Guide Ver 2.0
2. IN)IDENT MANAGEMENT
T+is se(tion &ro.ides o.er.ie- o* t+e In(ident Management Console. T+e *ollo-ing to&i(s are dis(ussed:
In(ident Management Console
!e(ording an In(ident
Sear(+ *or In(ident Ti(4et
In(ident Mat(+ing
I-ners+i& Table
In(ident Status
!e(urring In(idents
8mail Eoti*i(ations to User
,n In(ident is an2 e.ent -+i(+ is not &art o* t+e standard o&eration o* a ser.i(e -+i(+ (ausesF or ma2
(auseF an interru&tion toF or a redu(tion inF t+e >ualit2 o* t+at ser.i(e. T+e &rimar2 goal o* t+e In(ident
Management &ro(ess is to restore normal ser.i(e o&eration as >ui(4l2 as &ossible and to minimi0e t+e
ad.erse im&a(t on business o&erationsF t+us ensuring t+at t+e best &ossible le.els o* ser.i(e >ualit2 and
a.ailabilit2 are maintained.
Access Perm"ss"on< Follo-ing Table 2." lists t+e users -+o (an a((ess t+e In(ident Management
Console to re(ord an In(identF modi*2 an In(identF sear(+ing *or an In(identF a((essing an In(ident
Mat(+ing *orm.
(orm N!me Act"on Access Perm"ss"on
In(ident Management
Console
Use JIn(ident Management
ConsoleK button gi.en in t+e
Problem Management Console.
Same as &resent in t+e e/isting s2stem.
e@ For .ie-ing b2 all su&&ort teams and de*ault -it+
ti(4ets assigned to assigned grou&
In(ident Management
*orm ?Ee- Mode@
Cli(4 on t+e JCreate Ti(4etK
button in In(ident management
(onsole *or (reating an In(ident
Ti(4et.
Same as &resent in t+e e/isting s2stem.
Inl2 Tier " Ser.i(e )es4 agent (an (reate ti(4et.
It+ers (an (reate ti(4et .ia Log a Problem in Ine
sto& s+o&
In(ident Management
*orm ?Modi*2 Mode@
)ouble (li(4 on t+e In(ident
re(ords dis&la2ed in t+e table o*
In(ident Management Console.
Same as &resent in t+e e/isting s2stem.
In(ident management
*orm ?Sear(+ Mode@
Cli(4 on t+e JSear(+ Ti(4etK
button *or sear(+ing an In(ident
Same as &resent in t+e e/isting s2stem.
,ll !emed2 users (an do a sear(+
= Standard C+artered Ban4
"3
SCB ITIL Problem Management User Guide Ver 2.0
(orm N!me Act"on Access Perm"ss"on
Ti(4et.
In(ident Mat(+ing
Form
Cli(4 on t+e JIn(ident Mat(+ingK
button.
,ll !emed2 users (an a((ess t+e In(ident Mat(+ing
*orm.
In(ident Mat(+ing A
,dd !elations+i&
Button
Cli(4 on t+e J,dd !elations+i&K
button in In(ident Mat(+ing *orm
*or relating In(ident Problem
Ti(4et.
Users belonging to t+e Problem Management Team
Tier 3 de*ined in I-ners+i& Table (an relate t+e
In(ident Problem Ti(4et *rom In(ident mat(+ing *orm.
For Tier 3 su&&ort grou&sF onl2 in(ident -it+ .alue o*
Ser.i(eF Com&onentF )omain and ,**e(ted Countr2
mat(+ing t+e (ombination de*ined in I-ners+i& table
(an su((ess*ull2 (reate a &roblem
In(ident Mat(+ing A
!emo.e !elations+i&
Button
Cli(4 on t+e J!emo.e
!elations+i&K button in In(ident
Mat(+ing *orm *or remo.ing a
relations+i& bet-een In(ident
Problem Ti(4et.
Users belonging to t+e Problem Management Team
Tier 3 de*ined in I-ners+i& Table (an remo.e
relations+i& o* In(ident *rom Problem Ti(4et *rom
In(ident mat(+ing *orm. For Tier 3 su&&ort grou&F onl2
in(ident belonging to &roblem (reated b2 t+em (an
&er*orm su(+ *un(tion
In(ident Mat(+ing *orm
A Create a Problem
Ti(4et Button.
Cli(4 on t+e JCreate a Problem
!e(ordK button in In(ident
Mat(+ing *orm *or (reating a
&roblem Ti(4et.
Users belonging to t+e Problem Management Team
and Tier 3 de*ined in I-ners+i& Table (an a((ess t+e
Problem Management *orm *or (reating a &roblem
Ti(4et *rom In(ident mat(+ing *orm.
T!74e 2.1 ; Access Perm"ss"on 3or Inc"dent M!n!6ement
2.1 Inc"dent M!n!6ement )onso4e
T+e In(ident Management (onsole is &re.iousl2 4no-n as JSer.i(e ConsoleK. Please re*er to
In(ident Management *or e/isting *un(tionalities. T+e additional *un(tionalities &ro.ided to
integrate -it+ &roblem management are: , button to lin4 to JIn(ident Mat(+ing *ormK. I&tion to
see ,ll In(ident Ti(4ets.
= Standard C+artered Ban4
"#
SCB ITIL Problem Management User Guide Ver 2.0
("6ure 2.1 ; Mod"3'"n6 !n Inc"dent T"c:et ; Reso4ut"on Det!"4s T!7
,s a &art o* en+an(ementF *ollo-ing *ields +a.e been added in t+e !esolution )etails tab o* t+e In(ident
Management *orm. !e*er Fig 2.". T+is *ield is de&endent on t+e Ser.i(eB andHor Com&onentB *ield
.alues. T+e menu .alue (an be de*ined in t+e JI-ner Grou&K asso(iated table.
,s a &art o* en+an(ementF *ollo-ing *ields +a.e been added in t+e !esolution )etails tab o* t+e In(ident
Management *orm. !e*er Fig 2.6
Root Cause Code - T+is *ield is used *or &o&ulating .alue *rom Problem Management *orm J!oot
Cause (odeK Value.
Root Drill down One - T+is is *ield is used *or &o&ulating .alue *rom Problem Management *orm
J!oot )rill do-n IneK .alue.
Root Drill down Two - T+is is *ield is used *or &o&ulating .alue *rom Problem Management *orm
J!oot )rill do-n T-oK .alue.
Failed er!ice - T+is is *ield is used *or &o&ulating .alue *rom Problem Management *orm JFailed
Ser.i(eK .alue.
Failed Component - T+is is *ield is used *or &o&ulating .alue *rom Problem Management *orm
JFailed Com&onentK .alue.
%+en t+e .alue *or t+e *ields mentioned abo.e in t+e Problem Management *orm (+angesF t+e same
.alue is entered in t+e (orres&onding *ields o* t+e In(ident Management *orm.
= Standard C+artered Ban4
"9
SCB ITIL Problem Management User Guide Ver 2.0
"ncident tic#et uspension: In(ident ti(4ets (an be sus&ended b2 (li(4ing t+e
Sus&ended button or sele(ting t+e Status .alue as Osus&ended;. %+ene.er in(ident ti(4et is
sus&endedF Sus&ended Code *ield is enabled and user +as to sele(t t+e .alue *rom sus&ended (ode
menu. ,s a &art o* en+an(ementF some o* t+e e/isting .alues *or Sus&ended Code *ield in In(ident
Management *orm +a.e been remo.ed and ne- *ield .alueF $%ardware Deli!er&' +a.e been added
as a Sus&ended Code. Follo-ing .alues +a.e been remo.ed *rom t+e Sus&ended Code *ield:
%aiting *or .endor
%aiting *or IS
Tem&orar2 Solution
C+ange
2.2 Se!rc#es 3or Inc"dent T"c:et
To sear(+ *or an In(ident Ti(4etF t+e user needs to (li(4 JSear(+ Ti(4etK button. T+is -ill o&en a Sear(+
In(ident Management *orm as in *igure 2.$. Eo *un(tional (+anges.
("6ure 2.2 ; Se!rc# mode o3 Inc"dent M!n!6ement
T+e user (an enter re>uired sear(+ (riteria and (li(4 on JSear(+K button. T+is -ill o&en t+e Sear(+ !esult
-indo- (onsists o* t-o &anes.
First &ane dis&la2s t+e In(ident Ti(4et re(ords are sear(+ results
= Standard C+artered Ban4
"6
SCB ITIL Problem Management User Guide Ver 2.0
Se(ond &ane dis&la2s t+e details o* t+e sele(ted In(ident Ti(4et.
T+e user (an &er*orm t+e In(ident modi*i(ation on t+e dis&la2ed re(ord in t+is &ane. T+e user (an double
(li(4 on t+e desired re(ord to o&en t+e details in a ne- -indo-.
2.+ Inc"dent M!tc#"n6
T+e user (an a((ess t+e In(ident Mat(+ing *orm *rom In(ident Management *orm b2 (li(4ing on t+e
JIn(ident Mat(+ingK button. !e*er *igure 2.#. T+e user (an (reate a Problem Ti(4et *rom In(ident Mat(+ing
module. For more details refer Chapter 3 Incident Matching.
2.- O%ners#"& T!74e
I-ner grou& table is a ne- *orm to identi*2 t+e in(idents o-ners+i& based on t+e Ser.i(eF Com&onentF
)omain and ,**e(ted (ountr2. I-ners+i& *orm as s+o-n in *igure 2.9 +el&s t+e user to *ind t+e o-ner *or
in(idents to (reate a &otential Problem Management.
("6ure 2.+ ; O%ner Grou& 3orm
Access Perm"ss"on< Follo-ing table s+o-s list o* users -+o (an a((ess t+e I-ners+i& *orm.
(orm N!me Act"on Access Perm"ss"on
I-ners+i& Form ,((ess t+e *orm t+e Ib'e(t
list.
I-ner and )ata ,dmin (an a((ess t+is *orm. )ata ,dmin (an
(reate modi*2 and delete t+e I-ners+i& data -+ere as
I-ner (an onl2 modi*2 +is o-n data li4e JT+res+old *or
!e(urring in(identsK and JEoti*i(ation re>uiredKF JI-ner
Grou& emailK and Problem T2&e *ields data.
T!74e 2.- ; Access Perm"ss"on 3or O%ners#"& 3orm
= Standard C+artered Ban4
"$
SCB ITIL Problem Management User Guide Ver 2.0
T+e Problem t2&e *ield .alues (an be obtained *rom t+e I-ners+i& table -+i(+ is based on t+e Ser.i(e
and Com&onent o* t+e &arti(ular o-ner grou& t+at -ill be used -+ile (reating t+e In(ident Ti(4et *rom t+e
In(ident Management *orm. ,dding a Problem T2&e is t+e res&onsibilit2 o* ea(+ I-ner *or t+eir ser.i(es
and (om&onents.
2.. Recurr"n6 Inc"dents
T+e !e(urring In(ident &ro(ess is used to grou& t+e re(urring in(ident e.er2 -ee4 based on t+e de*ined
(riteria t+at -ill be sent to t+e I-ner grou& o* t+e In(ident Ti(4ets. T+is &ro(ess -ill +el& in identi*2ing t+e
&otential Problem. Follo-ing are t+e t-o noti*i(ations t+at are sent to t+e I-ner Grou&:
Not"3"c!t"on 1
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF t+e re(urring in(idents are grou&ed toget+er
based on t+e de*ined (riteria *or all t+e status. ,n email is sent e.er2 -ee4 to t+e I-ner Grou&.
Not"3"c!t"on Mess!6e<
Act"on to 7e &er3ormed< T+e user (an double (li(4 on atta(+ment t+at is sent along -it+
t+e mail to o&en t+e In(ident Mat(+ing details in t+e (orres&onding *orm. T+e user +as to &ro.ide
a .alid user name and &ass-ord to enter into t+e s2stem and a((ess t+e In(ident Mat(+ing
details. T+e user (an sear(+ *or t+e in(ident Ti(4ets mentioned in t+e email to (an (reate a
Problem Ti(4et.
Not"3"c!t"on 2
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF t+e grou&ing o* t+e in(ident Ti(4et is
&er*ormed based on t+e ,ssignment Grou& *or t+e JI&enK status and an email -ill be send e.er2
-ee4 to t+e ,ssignment Grou&.
Not"3"c!t"on Mess!6e<
= Standard C+artered Ban4
"<
Su7ect< %ee4l2 !eminder to !esol.e I&en In(idents identi*i(ation
The following open incidents for TW-TSS-CTRY SYSTEMS SUPPORT should be resumedreco!ered b" now
such th#t user c#n continue with their d#il" wor$% Ple#se help to upd#te resolution det#il t#b with the
Resume Time upd#ted #ppropri#tel"%
The #tt#chment will bring "ou to the s"stem for upd#ting%
&ote' (or better !iew ple#se cop" the below det#ils into &otep#d%
)ncident* Ser!ice Component +om#in Problem
t"pe ,ssignee &#me
---------------------------------------------------------------
Su7ect< Wee$l" )denti.c#tion of Potenti#l Recurring )ncidents
The following potenti#l recurring incidents criteri# for the period of /012/2 to /314/2
The #tt#chment will bring "ou to the s"stem for upd#ting%
&ote' (or better !iew ple#se cop" the below content into &otep#d
Ser!ice Component +om#in Problem t"pe ,5ected Countr" Site C#use code
Resolution code Count if records
-----------------------------------------------------
---------------------------------
,+) 6 ,PP7)C,T)O& SW 6 ,PP7)C,T)O& 6 Ser!er 6 )&+), 6 6 6 8
SCB ITIL Problem Management User Guide Ver 2.0
Act"on to 7e &er3ormed< T+e user (an double (li(4 on atta(+ment t+at is sent along -it+
t+e mail to o&en t+e In(ident Mat(+ing details in t+e (orres&onding *orm. T+e user +as to &ro.ide
a .alid user name and &ass-ord to enter into t+e s2stem and a((ess t+e In(ident Mat(+ing
details. T+e user (an sear(+ *or t+e in(ident Ti(4ets mentioned in t+e email to (an (reate a
Problem Ti(4et.
2.1 Em!"4 Not"3"c!t"ons to User
T+ere are *e- noti*i(ations -+i(+ get triggeredF based on t+e (onditions as mentioned belo-:
Not"3"c!t"on 1
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user is noti*ied i* t+e Sus&ended )ate o* t+e
In(ident Ti(4et &asses t+e (urrent date. ,n email is sent to t+e ,ssignment Grou& o* t+e In(ident
Ti(4et on t+e -ee4l2 basis.
Not"3"c!t"on Mess!6e<
Act"on to 7e &er3ormed< T+e user (an double (li(4 on atta(+ment t+at is sent along -it+
t+e mail to o&en t+e In(ident Mat(+ing details in t+e (orres&onding *orm. T+e user +as to &ro.ide
a .alid user name and &ass-ord to enter into t+e s2stem and a((ess t+e In(ident Mat(+ing
details. T+e user (an sear(+ *or t+e in(ident Ti(4ets mentioned in t+e email.
Not"3"c!t"on 2
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user is noti*ied about t+e In(ident Ti(4et;s
sus&ension date. T+e noti*i(ation is sent one da2 &rior to t+e Sus&ended )ate o* t+e In(ident
Ti(4et. ,n email is sent to t+e ,ssigneeF Co&2 to Grou& admin on dail2 ?EonBusiness +ours@
basis.
Not"3"c!t"on Mess!6e<
= Standard C+artered Ban4
"1
Su7ect: Follo-ing Sus&ended In(idents are to be due tomorro-
)ear SirHMadamF
, gentle reminder to 2ou t+at t+e belo- deli.erables are due tomorro-
Inc"dent T"c:et@< PE5L0000000<10
Please re.ise JSus&ended BF dateK or a(tion -+ere needed.
T#"s 4"n: %"44 7r"n6 'ou to t#e s'stem 3or u&d!te
Su7ect: In(idents &assed its Sus&ended )ate
)ear SirHMadamF
T+e belo- 2 in(idents; +a.e &assed its sus&ended date.
Inc"dent T"c:et@< PE5L000001"<10 F PE5L000001"210
Please re.ise date or a(tion -+ere needed.
T#"s 4"n: %"44 7r"n6 'ou to t#e s'stem 3or u&d!te
SCB ITIL Problem Management User Guide Ver 2.0
Act"on to 7e &er3ormed< T+e user (an double (li(4 on atta(+ment t+at is sent along -it+
t+e mail to o&en t+e In(ident Mat(+ing details in t+e (orres&onding *orm. T+e user +as to &ro.ide
a .alid user name and &ass-ord to enter into t+e s2stem and a((ess t+e In(ident Mat(+ing
details. T+e user (an sear(+ *or t+e in(ident Ti(4ets mentioned in t+e email.
Not"3"c!t"on +
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user -ill get noti*ied i* t+e In(ident Ti(4et is
not J!esol.edK a*ter t+e Sus&ended )ate o* t+e In(ident Ti(4et &asses t+e (urrent date b2 one
-ee4. ,n email -ill be send automati(all2 to t+e Su&erior o* admin and ITSC Ser.i(e Su&&ort on
dail2 ?Eon business +ours@ basis.
Not"3"c!t"on Mess!6e<
Act"on to 7e &er3ormed< T+e user (an double (li(4 on atta(+ment t+at is sent along -it+
t+e mail to o&en t+e In(ident Mat(+ing details in t+e (orres&onding *orm. T+e user +as to &ro.ide
a .alid user name and &ass-ord to enter into t+e s2stem and a((ess t+e In(ident Mat(+ing
details. T+e user (an sear(+ *or t+e in(ident Ti(4ets mentioned in t+e email.
Not"3"c!t"on -
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF t+e a**e(ted user -ill be noti*ied i* t+e
In(ident Ti(4et Status is J!esol.edK ,E) !esume *ield is sele(ted as JEoK. T+is noti*i(ation is
also sent -+en t+e !esume *ield is set as JCesK irres&e(ti.e o* t+e status o* t+e In(ident Ti(4et.
,n email is sent to t+e a**e(ted user in eit+er o* t+e (ases.
Not"3"c!t"on Mess!6e<
Sub'e(t: In(ident PE5L0000321"<0 Ser.i(e !esumed
)ear Sir H MdmF
= Standard C+artered Ban4
20
Su7ect: In(idents &assed its Sus&ended )ate b2 " -ee4
)ear SirHMadamF
T+e belo- 2 in(idents; +a.e &assed its sus&ended date.
Inc"dent T"c:et@< PE5L000001"<10 F PE5L000001"210
Please re.ise date or a(tion -+ere needed.
T#"s 4"n: %"44 7r"n6 'ou to t#e s'stem 3or u&d!te
SCB ITIL Problem Management User Guide Ver 2.0
%e are &leased to in*orm 2ou t+at 2our Ser.i(e as re&orted in t+e *ollo-ing In(ident Ti(4et +as been !esumed:
Inc"dent T"c:et Num7er< PE5L0000321"<10
Descr"&t"on< Unable to send emails *rom MC )amansara bran(+
,!nd4ed 7'< MCISVM8SIEI,G, S.B.
More details -it+ regards to 2our in(ident are a.ailable at t+e ITSC Ine Sto& S+o& ?ISS@ *or 2our re*eren(e.
P4e!se &ro$"de 'our ONE )LI)/ 3eed7!c:.
Cou are satis*ied -it+ t+e ser.i(e 2ou +a.e re(ei.edD
?"@ Strongl2 ,gree
?2@ ,gree
?3@ )isagree
?#@ Strongl2 )isagree
APLEASE DO NOT REPLB TO T,IS SBSTEM GENERATED MAIL
+. IN)IDENT MAT),ING
T+is se(tion &ro.ides o.er.ie- o* t+e In(ident Mat(+ing *orm. T+e *ollo-ing to&i(s are dis(ussed:
S+ared Sear(+ ?Combined Sear(+ *or In(identF Problem and 5no-n 8rror Ti(4ets@
In(ident Sear(+
Problem Sear(+
5no-n 8rror Sear(+
Vie- In(identHProblemH5no-n 8rror Ti(4ets
,dd In(ident Problem !elations+i&
!emo.e In(ident Problem !elations+i&
Create a Problem !e(ord
Im&ortant 8/(e&tion Landling
T+e In(ident Mat(+ing *orm -ill ser.e as a great sour(e *or t+e su&&ort team member to sear(+ and
identi*2 an2 re(urring in(identH&otential &roblem. From t+e In(ident Mat(+ing *ormF it -ill &ro.ide t+e
a.enue *or (reating a &roblem re(ord t+at -arrant *urt+er in.estigation. In(ident Mat(+ing *orm &ro.ides
t+e sorting o* in(idents based on &rede*ined sort order and userde*ined rele.ant (riteria *or identi*2ing t+e
re(urring in(idents. T+e In(ident Mat(+ing *orm (an be a((essed *rom:
Problem Management Console
In(ident Management Form
Access Perm"ss"on< Follo-ing table s+o-s list o* users -+o (an a((ess In(ident Mat(+ing.
(orm N!me Act"on Access Perm"ss"on
In(ident Mat(+ing
Form
Cli(4 on t+e JIn(ident Mat(+ingK button *rom
Problem Management ConsoleHIn(ident
Management *orm.
,ll t+e users &resent in t+e s2stem (an
a((ess t+e In(ident Mat(+ing *orm.
= Standard C+artered Ban4
2"
SCB ITIL Problem Management User Guide Ver 2.0
(orm N!me Act"on Access Perm"ss"on
In(ident Mat(+ing
Form A Vie-
Sele(t t+e In(identHProblemH5no-n 8rror
Ti(4et and (li(4 on JVie-K button
,ll t+e users &resent in t+e s2stem (an .ie-
t+e In(ident Mat(+ing *orm.
In(ident Mat(+ing A
,dd !elations+i&
Cli(4 on t+e J,dd !elations+i&K button in
In(ident Mat(+ing *orm *or relating In(ident
Problem Ti(4et.
Users belonging to t+e Problem
Management Team and Tier 3 (an relate t+e
In(ident Problem Ti(4et *rom In(ident
mat(+ing *orm.
In(ident Mat(+ing A
!emo.e
!elations+i&
Cli(4 on t+e J!emo.e !elations+i&K button in
In(ident Mat(+ing *orm *or remo.ing a
relations+i& bet-een In(idents Problem
Ti(4et.
Users belonging to t+e Problem
Management Team and Tier 3 (an remo.e
relations+i& bet-een In(idents Problem
Ti(4et *rom In(ident mat(+ing *orm.
In(ident Mat(+ing
*orm A Create a
Problem Ti(4et.
Cli(4 on t+e JCreate a Problem !e(ordK button
in In(ident Mat(+ing *orm *or (reating a
&roblem Ti(4et.
Users belonging to t+e Problem
Management Team and Tier 3 (an a((ess
t+e Problem Management *orm *or (reating
a &roblem Ti(4et *rom In(ident mat(+ing
*orm.
T!74e +.1 ; Access Perm"ss"on 3or Inc"dent M!tc#"n6 3orm
To mat(+ In(idents t+e user needs to (li(4 on t+e JIn(ident Mat(+ingK buttonF re*er *igure 2.6. It +as t-o
se(tions. Se(tion in t+e to& +as tabs *or Sear(+ *un(tionalities -+ile t+e se(tion in t+e bottom +as tabs
t+at s+o-s mat(+ing results. It +as tabs *or:
= Standard C+artered Ban4
22
SCB ITIL Problem Management User Guide Ver 2.0
("6ure +.1 ; Inc"dent M!tc#"n6 ; S#!red Se!rc# )r"ter"! T!7
$"ncident Found' Tab: It s+o-s t+e details o* all t+e In(identsF mat(+ing t+e s&e(i*ied sear(+
(riteria. ,lsoF t+e number o* In(ident Ti(4ets t+at +as been *ound is dis&la2ed in t+e In(ident Found
*ield.
$Problem Found' Tab: It s+o-s t+e details o* all t+e Problem In.estigationF mat(+ing t+e s&e(i*ied
sear(+ (riteria. ,lsoF t+e number o* Problem Ti(4ets t+at +as been *ound is dis&la2ed in t+e Problem
Found *ield.
$(nown )rror Found' Tab: It s+o-s t+e details o* all t+e 5no-n 8rrorsF mat(+ing t+e s&e(i*ied
sear(+ (riteria. ,lsoF t+e number o* 5no-n 8rror Ti(4ets t+at +as been *ound is dis&la2ed in t+e
5no-n 8rror Found *ield.
To &er*orm sear(+ o&erationF t+e user needs to s&e(i*2 sear(+ (riteria and sele(t an2 (+e(4bo/ and (li(4
on JSear(+K button. T+e result o* t+e sear(+ is dis&la2ed in t+e tables in t+e tabs as dis(ussed abo.e.
Cli(4ing on JClearK button -ill (lear t+e *ields. )etails o* In(ident Mat(+ing tabs are dis(ussed in t+e
*ollo-ing se(tion.
= Standard C+artered Ban4
23
SCB ITIL Problem Management User Guide Ver 2.0
+.1 S#!red Se!rc# )r"ter"!
JS+ared Sear(+ CriteriaK is a de*ault tabF -+i(+ is dis&la2ed -+en t+e In(ident Mat(+ing *orm is o&ened.
It is meant *or &er*orming sear(+ o&eration in (ombination *or In(identF Problem and 5no-n 8rror Ti(4ets.
In S+ared Sear(+ Criteria tabF Com&onent *ield is mandator2 and Ser.i(e *ield is mandator2 onl2 -+en
Com&onent *ield .alue is J,&&li(ation SH%K *or sear(+ing. T+e S+ared Sear(+ s+ould be &er*ormed in t+e
*ollo-ing -a2:
User needs to de*ine sear(+ (riteria *ield;s .alue &ro.ided in S+ared Sear(+ tab
Sele(t t+e Start I((urren(e )ateF 8nd I((urren(e )ate .alues *rom t+e In(ident Sear(+ tab
C+e(4 t+e (+e(4 bo/es *or In(identF Problem andHor 5no-n 8rror as &ro.ided in Figure 3.".
Cli(4ing on t+e JSear(+K button -ill &er*orm t+e sear(+ o&eration.
In(ident Ti(4ets are sear(+ed based on t+e s&e(i*ied date &ro.ided in start I((urren(e )ate and
8nd I((urren(e )ate *ield. Based on t+e .alues &ro.ided b2 t+e user t+e sear(+ results are
dis&la2ed in In(ident FoundF Problem Found and 5no-n 8rror Found Tab.
+.2 Inc"dent Se!rc#
,*ter o&ening t+e In(ident Mat(+ing *ormF t+e user needs to (li(4 on JIn(ident Sear(+K tab. It is meant *or
&er*orming sear(+ o&eration on re(urring In(ident Ti(4ets. Start I((urren(e )ate and 8nd I((urren(e
)ate are t+e mandator2 *ields in t+e In(ident Sear(+ tab. T+e In(ident Sear(+ s+ould be &er*ormed in t+e
*ollo-ing -a2:
T+e user needs to de*ine sear(+ (riteria *ield .alues &ro.ided in S+ared Sear(+ Criteria tab and
In(ident Sear(+ tab
C+e(4 t+e (+e(4bo/ *or In(ident onl2 as s+o-n in *igure 3.2.
Cli(4ing on t+e JSear(+K button -ill &er*orm t+e sear(+ o&eration.
Based on t+e .alues &ro.ided b2 t+e user sear(+ results are dis&la2ed in In(ident Found tab.
= Standard C+artered Ban4
2#
SCB ITIL Problem Management User Guide Ver 2.0
("6ure +.2 ; Inc"dent M!tc#"n6 ; Inc"dent Se!rc# T!7
*ote:
OCan(elled; in(ident ti(4et is not (onsidered *or sear(+ing in(idents.
O)u&li(ate; In(ident ti(4et is not (onsidered *or sear(+ing in(idents.
OC+ild; In(ident ti(4et is not (onsidered *or sear(+ing in(idents.
+.+ Pro74em Se!rc#
,*ter o&ening t+e In(ident Mat(+ing *ormF t+e user needs to (li(4 on JProblem Sear(+K tab. It is meant *or
&er*orming sear(+ o&eration *or &otential &roblem Ti(4ets. T+e Problem ti(4et (an be sear(+ed as *ollo-s:
T+e user needs to de*ine sear(+ (riteria *ield;s .alue as &ro.ided in S+ared Sear(+ Criteria tab
and Problem Sear(+ tab
Sele(t t+e Problem (+e(4bo/.
Cli(4 on t+e JSear(+K button.
!esults -ill be dis&la2ed based on t+e sear(+ (riteria in t+e table under t+e Problem Found tab.
= Standard C+artered Ban4
29
SCB ITIL Problem Management User Guide Ver 2.0
("6ure +.+ ; Inc"dent M!tc#"n6 ; Pro74em Se!rc# T!7
+.- /no%n Error Se!rc#
,*ter o&ening t+e In(ident Mat(+ing *ormF t+e user needs to (li(4 on J5no-n 8rror Sear(+K tab. It is meant
*or &er*orming sear(+ o&eration *or 5no-n 8rror Ti(4ets. T+e 5no-n 8rror Sear(+ (an be sear(+ed as
*ollo-s:
T+e user needs to de*ine sear(+ (riteria *ield;s .alue &ro.ided in S+ared Sear(+ Criteria tab and
5no-n 8rror Sear(+ tab.
C+e(4 t+e (+e(4bo/ *or 5no-n 8rror onl2 as s+o-n in *igure 3.#.
Cli(4ing t+e JSear(+K button -ill &er*orm t+e sear(+ o&eration.
Based on t+e .alues &ro.ided b2 t+e userF sear(+ results are dis&la2ed in 5no-n 8rror Found
tab.
+.. V"e% Inc"dent/ Pro74em//no%n Error
= Standard C+artered Ban4
26
SCB ITIL Problem Management User Guide Ver 2.0
To .ie- an In(ident or a Problem or a 5no-n 8rror Ti(4etF t+e user needs to sele(t t+e re>uired Ti(4et
and (li(4 on JVie-K button. T+is -ill s+o- t+e details *or t+e sele(ted re(ord *rom t+e res&e(ti.e table.
("6ure +.- ; Inc"dent M!tc#"n6 ; /no%n Error Se!rc# T!7
+.1 Add Inc"dent ; Pro74em Re4!t"ons#"&
To relate an In(ident to a Problem:
Sele(t one or more In(ident ti(4ets *rom t+e sear(+ result in t+e JIn(ident FoundK tab b2 sele(ting
t+e JSele(tK .alue in t+e sele(tion (olumn.
Sele(t a &roblem ti(4et *rom t+e sear(+ result dis&la2ed in JProblem FoundK tab to be related to
t+e sele(ted In(ident ti(4ets. I!
User (an &ro.ide t+e &roblem number in t+e OSele(ted ProblemP; *ield.
Cli(4 on J,dd !elations+i&K button to add t+is In(identProblem relations+i&. For details adding
In(ident Problem relations+i& re*er to *lo-(+art in se(tion 4.2.2.2. Solutioning Tab of chapter 4
!roblem Management.
+.* Remo$e Inc"dent ; Pro74em Re4!t"ons#"&
= Standard C+artered Ban4
2$
SCB ITIL Problem Management User Guide Ver 2.0
To remo.e t+e relations+i& bet-een In(idents and Problem:
Sele(t t+e In(ident ti(4et *rom t+e sear(+ result in t+e JIn(ident FoundK tab *or -+i(+ t+e In(ident
Problem relations+i& is to be remo.ed.
User (an also sele(t multi&le in(idents b2 sele(ting t+e .alue in OSele(tion; (olumn *or remo.ing
relations+i&
Cli(4 J!emo.e !elations+i&K button. T+is -ill remo.e t+e In(identProblem relations+i& *or t+e
sele(ted In(ident ti(4et.
+.C )re!te Pro74em T"c:et
To (reate a &roblem ti(4et:
Sele(t one or more In(ident ti(4ets *rom t+e sele(tion (olumn *or -+i(+ ne- Problem ti(4et is to
be (reated.
Cli(4 on JCreate Problem !e(ordK button. T+is -ill o&en t+e -indo- *or (reating t+e ne- &roblem
ti(4et. For details about (reating a Problem Ti(4etF re*er to t+e se(tion 4.2.". Create !roblem
Tic#et o* Chapter 4 $ !roblem Management. T+e sele(ted in(ident ti(4et -ill be related -it+ t+e
ne-l2 (reated &roblem Ti(4et.
+.D Im&ort!nt E5ce&t"ons
T+ere are some s&e(ial (ases -+ere t+e user -ill be alerted error messages -it+ re*eren(e to some
in.alid usage o* t+e *ormsHmodules in t+e s2stem. T+ese (ases (alled e/(e&tions +a.e been dis(ussed in
t+e *urt+er se(tions.
8.er2 time an e/(e&tion ?or an error (ondition@ o((ursF a &rom&t -indo- -ill be dis&la2ed t+at des(ribes
t+e nature o* t+e error. Cli(4 on t+e I5 button on t+e &rom&t -indo- and &ro(eed a((ordingl2. Eote on
(li(4ing t+e I5 button t+e user -ill be returned to t+e original s(reen on -+i(+ t+e error o((urred.
E5ce&t"on 1 ; )om&onent ("e4d "s B4!n:
%+en sear(+ing *or re(ords in t+e In(ident Mat(+ing *orm it is mandator2 to sele(t a .alue *rom t+e
Com&onent *ield dro&do-n list. ,n error message is dis&la2ed in a &rom&t -indo- -+en t+e user (li(4s
on Sear(+ button -it+out sele(ting t+e .alue *or JCom&onentK *ield.
E5ce&t"on 2 ; Ser$"ce ("e4d "s B4!n:
I* t+e sele(ted OCom&onent; .alue is J,&&li(ation SH%KF t+e OSer.i(e; *ield -ill be +ig+lig+ted in BIL). T+is
indi(ates t+at JSer.i(eK *ield is mandator2 *ield. ,n error message is dis&la2ed in a &rom&t -indo- -+en
t+e user (li(4s on Sear(+ button -it+out sele(ting t+e .alue *or JSer.i(eK *ield.
= Standard C+artered Ban4
2<
AR S'stem User ; Error
Please sele(t t+e .alue *or Com&onent *ield ?,!8!"000@
SCB ITIL Problem Management User Guide Ver 2.0
E5ce&t"on + ; Se!rc# O&t"on Not Se4ected
,*ter entering t+e mandator2 sear(+ (riteriaF t+e user must sele(t t+e Sear(+ I&tion *rom t+e (+e(4bo/es
&ro.ided. I* neit+er o* t+ese (+e(4bo/es is ti(4ed and Sear(+ button is (li(4edF an error message is
&rom&ted in*orming t+e user to sele(t Sear(+ I&tion.
E5ce&t"on - ; Inc"dent T"c:et A4re!d' Re4!ted to ! Pro74em T"c:et
I* t+e In(ident Ti(4et is alread2 related to a Problem Ti(4et and t+e user tries to asso(iate it again -it+ t+e
same Problem Ti(4et t+en e/(e&tion is t+ro-n and an error message is dis&la2ed in t+e &rom&t -indo-.
E5ce&t"on . ; )!nnot Re4!te Inc"dent T"c:et to ! )!nce44ed Pro74em T"c:et
I* t+e Problem Ti(4et +as JCan(elledK status t+en t+e user (annot relate an In(ident Ti(4et -it+ t+is
Problem Ti(4et. I* t+e user attem&ts to do so an error message is dis&la2ed in t+e &rom&t -indo-.
= Standard C+artered Ban4
21
AR S'stem User ; Error
Please sele(t t+e .alue *or Ser.i(e *ield. ?,!8!"000@
AR S'stem User ; Error
Please sele(t t+e (+e(4bo/ *or In(identF Problem and
5no-n 8rror re(ord sear(+. ?,!8!"000@
AR S'stem User ; Error
Eone o* t+e sele(ted in(idents -ere >uali*ied *or (reating a &roblem re(ord due to
t+e *ollo-ing &ossible reasons:
"@ T+e sele(ted in(ident?s@ is alread2 related -it+ some &roblem.
2@ T+e sele(ted in(ident?s@ is not assigned to an2 grou&.
3@ T+e sele(ted in(ident?s@ did not +a.e .alue *or JSer.i(eK or JCom&onentK or
J,**e(ted Countr2K.
#@ I-ner grou& not *ound *or t+e sele(ted in(ident;s ser.i(eF (om&onentF domain and
a**e(ted (ountr2.
9@ I-ner grou& *ound but 2ou are not t+e member o* o-ner grou&.
AR S'stem User ; Error
Cou (anQt relate in(ident to t+is &roblem as t+is &roblem ti(4et is eit+er
JCan(elledK or KClosedK.
SCB ITIL Problem Management User Guide Ver 2.0
E5ce&t"on 1 ; >St!tus (rom? V!4ue Not Se4ected
It is mandator2 to sele(t a .alue *rom t+e JStatus FromK *ield be*ore (+anging t+e status o* a Ti(4et. T+e
user s+ould ma4e sure t+at t+e JStatus FromK *ield +as a rele.ant .alue sele(ted be*ore (+anging t+e
JStatus ToK *ield. ,n error message is &rom&ted i* t+e abo.e is not *ollo-ed (orre(tl2.
E5ce&t"on * ; Incorrect ,"er!rc#' o3 >St!tus (rom? E >St!tus To? ("e4ds
%+en (+anging t+e status o* a Ti(4et ma4e sure t+at t+e order o* t+e JStatus FromK and JStatus ToK *ields
is (orre(t. T+e s2stem -ill &rom&t an error message i* t+e status (+ange o* in(orre(t order is attem&ted.
For e.g. t+e user (annot (+ange t+e JStatus ToK *ield to JCan(elledK i* t+e JStatus FromK *ield is
J!esol.edK.
E5ce&t"on C ; Em&t' Occurrence D!te ("e4ds
,n error is &rom&ted -+en t+e user tries to sear(+ *or In(ident Mat(+ing re(ords -it+out s&e(i*2ing t+e
JStart I((urren(e )ateK and J8nd I((urren(e )ateK.
E5ce&t"on D ; >St!tus (rom? ("e4d Not Se4ected Dur"n6 Pro74em Se!rc#
T+is error message is dis&la2ed -+en user sele(t t+e .alue *or JStatus ToK *ield -it+out s&e(i*2ing t+e
.alue *or JStatus FromK *ield -+ile &er*orming t+e Problem sear(+.
E5ce&t"on 1F ; Incorrect Order o3 V!4ues "n St!tus (rom E St!tus To ("e4ds
%+en &er*orming a Problem sear(+ it is im&ortant to s&e(i*2 t+e JStatus FromK and JStatus ToK *ields in
t+e (orre(t order. ,n error message is dis&la2ed -+en user sele(ts t+e .alue *or JStatus FromK *ield -+i(+
is greater t+an t+e .alue sele(ted *or JStatus ToK *ield.
= Standard C+artered Ban4
30
AR S'stem User ; Error
Please sele(t t+e Status From .alue.
AR S'stem User ; Error
Status From .alue s+ould be less t+an t+e Status To .alue.
AR S'stem User ; Error
Please sele(t t+e Status From .alue
AR S'stem User ; Error
Start I((urren(e )ate and 8nd I((urren(e )ate s+ould not be null.
AR S'stem User ; Error
Status From .alue s+ould be less t+an t+e Status To .alue.
SCB ITIL Problem Management User Guide Ver 2.0
E5ce&t"on 11 ; UnGre4!t"n6 NonGRe4!ted Inc"dent E Pro74em T"c:ets
It is not &ossible to unrelate an In(ident Ti(4et -it+ a Problem Ti(4et i* t+e2 bot+ are not related. In (ase
t+is is attem&ted an error message is dis&la2ed in t+e &rom&t -indo-.
E5ce&t"on 12 ; Pro74em T"c:et Re4!ted to ! S"n64e Inc"dent T"c:et Error
In some (ases t+e Problem Ti(4et ma2 be related to onl2 a single In(ident Ti(4et. It is not &ossible to un
relate su(+ Problem and In(ident Ti(4ets. ,n error message is dis&la2ed -+en t+e user tries to unrelate
t+e Problem Ti(4etF -+i(+ is related to onl2 one In(ident Ti(4et.
E5ce&t"on 1+ ; St!rt Occurrence D!te Gre!ter t#!n End Occurrence D!te
,n error is re&orted -+en t+e user s&e(i*ies a Start I((urren(e )ate t+at is greater t+an t+e 8nd
I((urren(e )ate -+en &er*orming an In(ident sear(+.
= Standard C+artered Ban4
3"
AR S'stem User ; Error
Eone o* t+e sele(ted in(idents -ere >uali*ied *or remo.ing relations+i&
-it+ t+e &roblem ti(4et. Please (+e(4 t+e In(idents *or *ollo-ing &oints:
"@ T+e in(ident is not related -it+ an2 &roblem.
2@ Cou are not t+e member o* &roblem ti(4et o-ner grou&.
3@ Problem ti(4et is KClosedKHKCan(elledK.
#@ T+e onl2 in(ident related -it+ t+e &roblem.
AR S'stem User ; Error
Eone o* t+e sele(ted in(idents -ere >uali*ied *or remo.ing relations+i&
-it+ t+e &roblem ti(4et. Please (+e(4 t+e In(idents *or *ollo-ing &oints:
"@ T+e in(ident is not related -it+ an2 &roblem.
2@ Cou are not t+e member o* &roblem ti(4et o-ner grou&.
3@ Problem ti(4et is JClosedKHKCan(elledK.
#@ T+e onl2 in(ident related -it+ t+e &roblem.
AR S'stem User ; Error
Start I((urren(e )ate .alue s+ould less t+an
t+e 8nd I((urren(e )ate .alue.
SCB ITIL Problem Management User Guide Ver 2.0
E5ce&t"on 1- ; Ass"6nment Grou& 3"e4d cont!"ns "n$!4"d $!4ue
,n error is re&orted -+en t+e user enters in.alid .alue in ,ssignment grou& *ield and &ress Sear(+ button
E5ce&t"on 1. ; Ser$"ce 3"e4d cont!"ns "n$!4"d $!4ue
,n error is re&orted -+en t+e user enters in.alid .alue in Ser.i(e *ield and &ress Sear(+ button
E5ce&t"on 11 ; )om&onent 3"e4d cont!"ns "n$!4"d $!4ue
,n error is re&orted -+en t+e user enters in.alid .alue in Com&onent *ield and &ress Sear(+ button
= Standard C+artered Ban4
32
AR S'stem User ; Error
Value in ,ssignment Grou& *ield is not (orre(t.
AR S'stem User ; Error
Value in Ser.i(e *ield is not (orre(t.
AR S'stem User ; Error
Value in Com&onent *ield is not (orre(t.
SCB ITIL Problem Management User Guide Ver 2.0
-. PROBLEM MANAGEMENT
T+is se(tion &ro.ides o.er.ie- o* t+e Problem Management Console. T+e *ollo-ing to&i(s are dis(ussed:
!e(ording a Problem
Sear(+ *or Problem Ti(4et
5no-n 8rror
Im&ortant 8/(e&tion Landling
Problem Status
8mail Eoti*i(ations to User
T+e main goals o* Problem Management are to minimi0e t+e ad.erse im&a(t o* In(idents and Problems
on t+e business t+at is (aused b2 errors -it+in t+e IT in*rastru(ture and to &re.ent re(urren(e o* In(idents
related to t+ese errors. To a(+ie.e t+ese goalsF Problem Management see4s to get to t+e Jroot (auseK o*
In(idents and initiate a(tions to im&ro.e or (orre(t t+e &roblemati( situation.
Access Perm"ss"on< Follo-ing table s+o-s list o* users -+o (an a((ess t+e Problem Management
Console to re(ord a ProblemF Modi*2 a ProblemF Sear(+ *or Problem Ti(4etsF a((ess In(ident Mat(+ing
*orm. Inl2 PMPMP and PMTier3P le.el users are allo-ed a((ess to t+is *eature.
(orm N!me Act"on Access Perm"ss"on
Problem Management
Console
I&en t+e Problem Management
Console *rom t+e Ib'e(t List.
Permission *or a((essing t+e Problem Management
Console is same as &resent in t+e e/isting s2stem.
Problem Management
*orm ?Ee-@
Cli(4 on t+e JCreate Ti(4etK button
*or (reating a &roblem Ti(4et.
Users belonging to ITSC Problem Management
grou& and Tier3 Global Su&&ort Sta** (an (reate a
Problem Ti(4et.
Problem Management
*orm ?Modi*2@
)ouble (li(4 on t+e Problem
re(ords dis&la2ed in t+e table o*
Problem Management Console.
Problem I-ner grou& members +a.e rig+ts to
modi*2 t+e &roblem ti(4et and ot+er members (an
.ie- t+e &roblem Ti(4et.
Problem Management
*orm ?Sear(+@
Cli(4 on t+e JSear(+ Ti(4etK button
*or sear(+ing a Problem Ti(4et.
In sear(+ mode login user (an .ie- t+e &roblem
Ti(4et and able to modi*2 +isH+er o-n grou& &roblem
Ti(4et onl2.
= Standard C+artered Ban4
33
SCB ITIL Problem Management User Guide Ver 2.0
(orm N!me Act"on Access Perm"ss"on
Problem Management
Console A JIn(ident
Mat(+ingK button
Cli(4 on t+e JIn(ident Mat(+ingK
button gi.en in t+e Problem
Management Console.
,ll t+e users &resent in t+e s2stem (an a((ess t+e
In(ident Mat(+ing *orm.
Problem Management
*orm A J5no-n 8rror
CreationK button
Cli(4 on t+e J5no-n 8rror
CreationK button gi.en in t+e
Problem Management *orm *or
(reating a 5no-n 8rror
T+e &roblem o-ner (an (reate a 5no-n 8rror *or
t+e Problem.
T!74e -.1 ; Access Perm"ss"on 3or Pro74em M!n!6ement 3orm
-.1 Pro74em M!n!6ement )onso4e
T+e Problem Management &ro(ess allo-s t+e user to:
!e(ord Problems
Modi*2 Problem Ti(4et
Underta4e Problem Control and 8rror Control a(ti.ities.
,*ter logging in t+e Problem Management (onsole is o&ened as in *igure #.".
("6ure -.1 ; Pro74em M!n!6ement )onso4e
T+e Problem Management (onsole &ro.ides t+e *ollo-ing *un(tionalities:
= Standard C+artered Ban4
3#
SCB ITIL Problem Management User Guide Ver 2.0
Creating a Problem Ti(4et
Modi*2ing a Problem Ti(4et
Sear(+ing *or a Problem Ti(4et
Pro.ide in*ormation on all t+e Problem Ti(4ets
Us"n6 t#e Pro74em M!n!6ement )onso4e
Most o* t+e *un(tionalit2 -ill remain as it is in t+e e/isting S2stem.
T+e ne- button OIn(ident Mat(+ing; -ill o&en t+e In(ident Mat(+ing *orm. In t+is in(ident mat(+ing
*ormF user (an sear(+ In(identF Problem and 4no-n error re(ords based on a set o* sele(ted *ields
ideal *or in(idents grou&ing. More are e/&lained in detail in t+e later &art o* t+is user guide.
Ee- I&tion O,ll; is in(luded in S+o- ti(4ets o* *ield. %+en user sele(ts t+is o&tionF re(ords *or all
users -ill be dis&la2ed in t+e tabled. In ot+er -ordsF ti(4ets -ill not be *iltered *or s&e(i*i( user. It -ill
s+o- t+e ti(4ets *or all.
-.2 Record"n6 ! Pro74em
Problem Management Console +as *un(tionalities t+at allo- t+e user to (reate and modi*2 Problem
Ti(4ets.
-.2.1 )re!te Pro74em T"c:et
To (reate a Problem Ti(4et t+e user needs to (li(4 on JCreate Ti(4etK button on t+e to& le*t &anel o* t+e
Problem Management ConsoleF as in *igure #.". T+is -ill o&en a *ormF as in *igure #.2F to re(ord t+e
Problem details.
T+e *ollo-ing *lo-(+art -ill gi.e a >ui(4 re&resentation o* t+e &roblem ti(4et (reation using t+e Problem
Management *orm.
= Standard C+artered Ban4
39
SCB ITIL Problem Management User Guide Ver 2.0
("6ure -.2 ; (orm 3or )re!t"n6 ! Pro74em T"c:et
T+e user -ill need to s&e(i*2 .alue *or all t+e mandator2 *ields ?mar4ed in BOLD@ li4e !re%enti%e &ction
and need to relate t+is Problem Ti(4et -it+ an e/isting In(ident Ti(4et.
Cli(4 on t+e J!elations+i&K tab as s+o-n in *igure #.3. S&e(i*2 t+e re>uired details.
8nter t+e In(ident number t+at t+is Ti(4et is to be related to in t+e In(ident P *ield.
Cli(4 on JVie- In(ident !e(ordK ?i* re>uired@ button to .ie- t+e details o* In(ident re(ord.
To relate t+is In(ident Ti(4et -it+ t+e Problem Ti(4etF (li(4 on J,dd !elations+i&K button.
Similarl2F t+e user (an (li(4 on t+e J!emo.e !elations+i&K button to delete t+e relations+i&
bet-een t+is Problem Ti(4et and an In(ident. Lo-e.erF ma4e sure t+e In(ident re(ord in t+e table is
sele(ted be*ore (li(4ing on t+e J!emo.e !elations+i&K button. T+e J!emo.e !elations+i&K button is
enabled onl2 -+en t+e Problem Ti(4et is related to more t+an one In(ident Ti(4ets.
,*ter entering t+e re>uired details *or t+e ProblemF (li(4 on JSa.eK button to (reate a Problem
Ti(4et.
Problem Ti(4et (an also be (reated *rom t+e In(ident Mat(+ing *orm. T+e &ro(ess *lo-(+art *or t+e same
is s+o-n belo-:
= Standard C+artered Ban4
36
SCB ITIL Problem Management User Guide Ver 2.0
*ote:
T+ere must be at least one In(ident Ti(4et &resent in t+e J!elated In(identK table.
In(ident -it+ StatusRKCan(elledK (an not be related to t+e Problem
)u&li(ate In(idents (an not be related to t+e Problem ti(4et
PMPMP &ermission grou& users (an (reate a &roblem ti(4et *or all 4inds o* In(ident Status
Ti(4ets ?e/(e&t Can(elled@.
PMTier3P grou& users (an (reate a &roblem ti(4et *or onl2 t+ose in(identsF -+i(+ belong to t+eir
I-ner grou&
I-ner grou& is determined using t+e (ombination o* In(ident ti(4et;s Ser.i(eF Com&onentF
)omain and ,**e(ted (ountr2.
Users -it+ PMPMP &ermission (an assign t+e Problem ti(4et to an2 assignment grou&
Users -it+ PMTier3P &ermission (an t+e assign t+e &roblem ti(4et to members -it+in t+eir o-n
grou&.
%+en user relates +ig+ se.erit2 in(ident to t+e &roblemF In.estigation dri.er *ield de*aults to Lig+
In(ident im&a(t and &riorit2 .alue is set to O+ig+; on t+e Problem management *orm.
Users -it+ PMPMP &ermission (an sele(t JPost mortemK .alue in t+e !e(ord t2&e *ield.
= Standard C+artered Ban4
3$
SCB ITIL Problem Management User Guide Ver 2.0
("6ure -.+ ; )re!t"n6 ! Pro74em T"c:et ; Re4!t"ons#"& T!7
-.2.2 Mod"3' Pro74em T"c:et
Sear(+ *or t+e re>uired Problem Ti(4et.
Sele(t Problem Ti(4et *rom t+e table in t+e Problem Management Console.
)ouble (li(4 on t+e sele(ted Problem Ti(4et to o&en its details.
Modi*2 t+e re>uired *ields and (li(4 on JSa.eK button to (om&lete t+e modi*i(ations.
T+e user (an sele(t *rom t+e .alues JCesK and JEoK *rom t+e !oot Cause *ield. I* user sele(ts t+e !oot
Cause *ield as JCesK t+en t+e *ollo-ing *ields -ill be dis&la2ed -+i(+ are mandator2:
Root Cause Date: T+is *ield -ould +old t+e (urrent s2stem date .alue -+en !oot Cause is JCesK.
T+is *ield is editable. T+is date (an not be earlier t+en &roblem (reation date.
Root Cause Code: T+is *ield +as t+e same menu atta(+ment as -it+ t+e Cause (ode *ield in IM
module. It (a&tures t+e agreed (ause o* *ailure a*ter root (ause anal2sis.
Root Drill down One: T+is *ield +as t+e same menu atta(+ment as -it+ t+e )rill do-n one in IM
module. It (a&tures t+e agreed *ailure lo(ationH*urt+er brea4do-n o* (om&onent
= Standard C+artered Ban4
3<
SCB ITIL Problem Management User Guide Ver 2.0
Root Drill down Two: T+is *ield +as t+e same menu atta(+ment as -it+ t+e )rill do-n t-o in IM
module. T+is is a *urt+er brea4do-n o* !oot )rill )o-n Ine.
O!oot )rill do-n t-o; *ield is not mandator2. Lo-e.erF it s+ould be s&e(i*ied i* t+e sele(ted ser.i(e and
(om&onent (ombination +a.e .alues de*ine *or it
%+en t+e !oot Cause *ield is set to JEoKF t+e *our *ields mentioned abo.e -ill be +idden and t+e J Reason
CodeK *ield is dis&la2ed -+i(+ is mandator2. T+is *ield is a sele(tion *ield and users -ill +a.e *ollo-ing
o&tions to sele(t *or t+is *ield
i. Eo Su&&ort : Vendor su&&ort la&se or so*t-are .ersion no longer su&&orted
ii. Eo log : Insu**i(ient or no log a.ailable *or *urt+er anal2sis
iii. Cannot Simulate : not able to simulate
i.. T+ird &art2 issue: Failure +a&&ens at regulator or (ustomer end and root (ause is be2ond
SCB;s (ontrol
Ot+er "mportant fields:
Owner group: I-ner grou& is a (+ara(ter menu and enlist t+e assignment grou& o* t+e logged
in user. For user -it+ PMPMP &ermission t+is *ield -ill s+o- all assignment grou&s.
Owner: I-ner is a (+ara(ter menu and enlists t+e list o* user based on sele(ted I-ner grou&.
Failed er!ice: T+is *ield (a&tures t+e Ser.i(e -+i(+ is t+e root (ause o* t+e *ailure. Value
JGeneri( Ser.i(eK is used i* t+e *ailure is (aused b2 a (om&onent used b2 man2 ser.i(es. It +as
t+e same menu atta(+ment as -it+ Ser.i(eB *ield in IM module. ,n2 C+ange in .alue to be
&o&ulated to 5no-n 8rror re(ord i* e/ists.
Failed Component: T+is *ield (a&tures t+e Com&onent o* an IT in*rastru(ture or ser.i(e -+i(+ is
t+e root (ause o* t+e *ailure. It +as t+e same menu atta(+ment as -it+ Com&onentB *ield in IM
module. ,n2 C+ange in .alue to be &o&ulated to 5no-n 8rror re(ord i* e/ists.
"n!estigation Dri!er: T+is *ield de*aults to JLig+ In(ident Im&a(tK -+ene.er +ig+ se.erit2 in(ident
is related to t+e &roblem. Its de*ault -ill be J!e(urring In(identK i* more t+an one lo- se.erit2
in(idents are related toget+er. Subse>uent adding o* in(idents -ill re>uire manual u&date o*
.alues. T+is *ield is a sele(tion *ield and users -ill +a.e *ollo-ing o&tions to sele(t *or t+is *ield:
i. Lig+ In(ident Im&a(t: %+ene.er +ig+ se.erit2 in(ident is related to
t+e &roblemF t+e In.estigation dri.er de*aults to OLig+ In(ident Im&a(t;. Lo-e.er user (an also
(+ange t+e sele(tion .alue manuall2.
ii. !e(urring In(idents: %+ene.er lo- se.erit2 in(ident and more t+an
one are related to t+e &roblemF t+e In.estigation dri.er de*aults to O!e(urring In(idents;.
Lo-e.er user (an also (+ange t+e sele(tion .alue manuall2.
iii. Eon!outine In(ident: %+ene.er one lo- se.erit2 in(ident related to
a &roblemF t+e In.estigation dri.er de*aults to OEonroutine In(ident;. User (an (+ange t+is
.alue manuall2. T+is (an be a&&lied in situation -+ere a *i/ is re>uired and teamHend user is
eager to tra(4 t+e &rogress.
= Standard C+artered Ban4
31
SCB ITIL Problem Management User Guide Ver 2.0
-.2.2.1 Root )!use An!4's"s =R)A2 T!7
,*ter o&ening a &roblem Ti(4etF t+e de*ault tab is J!C,K tab. Figure #.# s+o-s t+e -indo- *or t+is tabF
-+ere t+e user (an modi*2 !C, details o* a Problem re(ord.
("6ure -.- ; Mod"3'"n6 Pro74em T"c:et ; R)A T!7
T+e user (an add details o* t+e a**e(ted ser.i(e b2 sele(ting its details and (li(4ing J,dd; button. To
modi*2 details o* t+e a**e(ted ser.i(eF t+e user needs to sele(t t+e one t+e user needs to modi*2 *rom t+e
tableF ma4e t+e (+anges b2 resele(ting t+e re>uired details and t+en (li(4 JModi*2K button. T+e user (an
sele(t an a**e(ted ser.i(e re(ord and (li(4 J)eleteK button to delete t+e re(ord. Cli(4ing J!e*res+K button
-ill re*res+ t+e table.
-.2.2.2 So4ut"on"n6 T!7
,*ter o&ening a Problem Ti(4etF t+e user (an (li(4 on JSolutioningK tab as s+o-n in *igure #.9F to modi*2
solution details o* a Problem re(ord.
= Standard C+artered Ban4
#0
SCB ITIL Problem Management User Guide Ver 2.0
("6ure -.. ; Mod"3'"n6 Pro74em T"c:et ; So4ut"on"n6 T!7
T+e following new fields are created in t+is tab
*ot ,!ailable Reason: %+en OPermanent Fi/ Status; is JEot ,.ailableK t+en *ield -ill be made
.isible and is mandator2. User -ill +a.e *ollo-ing o&tion to (+oose *rom
Budget not a&&ro.ed: Permanent *i/ status is not a.ailable be(ause o* budget issue
EonCom&lian(e: Permanent is not a.ailable be(ause it is not (om&liant -it+ s2stem or
ban4 &oli(2
Te(+nolog2 Constraint: Permanent *i/ is not a.ailable be(ause te(+nolog2 (onstraint
Business Constraint: Permanent *i/ is not a.ailable be(ause business (onstraint
Strategi( Intent: Permanent *i/ is not a.ailable be(ause some strateg2 is intended b2 t+e
management -+i(+ is su&&ose to get o.er on SStrategi( Intent dateT
trategic "ntent Date: %+en OEot ,.ailable !eason; is JStrategi( IntentK t+en *ield -ill be made
.isible and is mandator2. Based on t+is date .alue es(alation -ill *ire i* Strategi( intent date is
&assed and &roblem is not (losed H resol.ed.
T+e user (an add an a(tion item *or t+e Problem Ti(4et b2 (li(4ing on J,dd ,(tionK buttonF -+i(+ -ill o&en
t+e *orm *or entering t+e Problem ,(tion In*ormationF as in *igure #.6.
= Standard C+artered Ban4
#"
SCB ITIL Problem Management User Guide Ver 2.0
("6ure -.1 ; (orm 3or Pro74em M!n!6ement Act"on In3orm!t"on
"mportant fields on ,ction "tem dialog
Target Fi- Built Date: T+is +olds t+e ,(tion Item *i/ing date. T+e date entered in t+is *ield (annot
be earlier t+an t+e Problem Management re(ord Create )ate
Re!ised Fi- Built Date: I* t+e a(tion item date needs re.ising. T+e date entered in t+is *ield
(annot be earlier t+an t+e Problem Management re(ord Create )ate
,ctual Fi- Built Date: %+en t+e a(tion item +as a(tual *i/ed. T+e date entered in t+is *ield
(annot be earlier t+an t+e Problem Management re(ord Create )ate
Target &stem Test Date: ,*ter *i/ t+e testing starting date need to (a&ture. T+e date entered in
t+is *ield (annot be earlier t+an J,(tual Fi/ Built )ateK
Re!ised &stem Test Date: !e.ising t+e test date. Cannot be earlier t+an J,(tual Fi/ Built )ateK
,ctual &stem Test Date: %+en t+e a(tual test date is +a&&ened. Cannot be earlier t+an J,(tual
Fi/ Built )ateK
"s Date .alidation C+ec# Required/ : T+is is a sele(tion *ield. I* .alue OCes; is sele(ted *or t+is
*ield t+en .alidations are &er*ormed *or abo.e 6 date *ields -+ile sa.ingHmodi*2ing t+e ,(tion Item. I*
t+is *ield .alue is not (+e(4edF no .alidation -ill be &er*ormed.
Pending code: Pending Code *ield -ill be .isible -+en ,(tion Item status is JPendingK. T+is is
sele(tion *ield and user (an sele(t *ollo-ing .alues *or t+is *ield.
Fi/ *rom Vendor: Sele(t t+is .alueF i* *i/ is &ending *rom outside .endor
Find *i/: I* *i/ is *ound and a-aiting de.elo&ment t+en sele(t t+is .alue
Business res&onse: Pending be(ause t+is re>uires business res&onse
Build Fi/: Fi/ is de.elo&ed and 2et to be tested
S2stem Test: Undergoing s2stem test. T+is e/(ludes User ,((e&tan(e Test and I&eration
,((e&tan(e Test -+i(+ is &art o* C+angeH!elease Management
= Standard C+artered Ban4
#2
SCB ITIL Problem Management User Guide Ver 2.0
!ebuild *i/: Pending be(auseF &re.ious build *ail its s2stem test
C+ange Im&lementation: Pending be(auseF t+e *i/ is a-aiting Im&lementation .ia C+ange
management
Fi- code: I* Permanent Fi/ is OCes; t+en *ield -ill be a.ailable *or t+e user sele(tion. T+is -ill +el&
to identi*2 t2&e o* *i/ gi.en i* t+e Permanent Fi/ R JCesK. T+e &ossible .alues are:
S2stem &at(+: )e&i(ts t+at &at(+ is released to &ro.ide &ermanent *i/ *or t+e a(tion
item.
!e(on*iguration: )e&i(ts t+at !e(on*iguration +as been done to &ro.ide &ermanent
*i/ *or t+e a(tion
S2stem *i/: )e&i(ts t+at s2stem *i/ +as been &ro.ided to &ro.ide &ermanent *i/ *or t+e
a(tion item
Permission: Permission granted to &ro.ide &ermanent *i/ *or t+e a(tion item
Lard-are re&la(e: Lard-are to be re&la(ed in order to &ro.ide &ermanent *i/
Pro(edures: some &ro(edures are re>uired to &ro.ide &ermanent *i/ *or t+e a(tion
item.
Code Fi/: Code *i/ is re>uired to &ro.ide t+e &ermanent *i/ *or t+e a(tion item
Fi- Counter: T+is *ield -ill +el& user to identi*2 +o- man2 time a(tion items (+anges
&ending (ode *rom JS2stem TestK to J!ebuildK. In(e (ounter is in(reasedF !e.ised Fi/ )ate G
!e.ised Test )ate to be nulli*ied.
Create C+ange Record: I* t+e a(tion Item is (+ange related t+en user (an (reated
(+ange re(ord *rom +ere. ,lso t+e res&e(ti.e (+ange related in*ormation JC+ange noK and
JIm&lementation 8nd )ateK *ields need to be &o&ulated ba(4 -+en t+e (+ange is (reated and
modi*ied. T+e belo- *lo-(+art de&i(ts t+e (+ange management and a(tion item integration &ro(ess.
C+ange *o: T+is *ield -ill be(ome mandator2 -+ene.er &ending (ode is OC+ange
Im&lementation; or C+ange !elated is OCes;. T+is *ield stores t+e asso(iated C+ange !e>uest Id.
= Standard C+artered Ban4
#3
SCB ITIL Problem Management User Guide Ver 2.0
Act"on Item ; )#!n6e M!n!6ement "nte6r!t"on
Transaction %istor&: T+is -ill allo- t+e user to see ea(+ a(tion item status mo.ement and &ending (ode
mo.ements -it+ timestam&.
Im&ort!nt Po"nts to remem7er
T+e user (an (reate a C+ange !e>uest *rom Problem ,(tion In*ormation *orm b2 sele(ting t+e
status as JPendingK. T+is -ill enable t+e Pending Code *ield.
Sele(ting t+e Pending Code *ield .alue as JC+ange Im&lementationK -ill enable t+e JCreate
C+angeK button.
Cli(4 on JCreate C+angeK button to (reate a (+ange re>uest. T+is -ill o&en t+e *orm *or (reating
t+e ne- C+ange !e>uest as s+o-n in *igure #.$.
8nter t+e re>uired details and (li(4 on JSa.eK button. ,*ter (reating t+e C+ange !e>uest t+e
C+ange Eumber -ill be dis&la2ed in C+ange Eo *ield o* Problem ,(tion In*ormation *orm.
= Standard C+artered Ban4
##
SCB ITIL Problem Management User Guide Ver 2.0
User (an also relate a (+ange re>uest to Problem ,(tion In*ormation b2 setting t+e OC+ange
!elated; *ield to OCes;. T+is a(tion -ill enable C+ange Eumber *ieldF -+ere t+e user (an enter t+e
C+ange !e>uest Id in t+at *ield.
,*ter entering t+e re>uired details in t+e *orm o* *igure #.6F (li(4 on JSa.eK button to sa.e t+e
details o* a(tion in*ormation. T+is a(tion in*ormation -ill be re*le(ted in t+e ,(tions table o* *igure #.9.
Cli(4 on J!e*res+K button to re*res+ t+e table i* t+e data is not s+o-n in t+e table.
T+e user (an also sele(t a &rede*ined a(tion *or t+e Problem b2 (li(4ing JSele(t Prede*ined
,(tionK button.
T+e user (an (an(el an a(tion b2 sele(ting t+e a(tion *rom t+e table and (li(4ing t+e JCan(el
,(tionK buttonF re*er *igure #.9.
("6ure -.* ; (orm 3or )#!n6e M!n!6ement
T+e user (an (reate a 5no-n 8rror re(ord *or t+e Problem Ti(4et b2 (li(4ing on J5no-n 8rror
CreationK button as s+o-n in *igure #.9.
J5no-n 8rror CreationK button -ill be enabled -+en t+e !e(ommended %or4 ,round is a.ailable
and t+e *ield u&dated -it+ .alue in t+e Problem re(ord.
S&e(i*2 details in !e(ommended %or4around *ieldF and sele(t Failed Ser.i(e and Failed
Com&onent .alues *rom t+e menu.
= Standard C+artered Ban4
#9
SCB ITIL Problem Management User Guide Ver 2.0
Cli(4 on J5no-n 8rror CreationK button. T+is -ill o&en t+e 5no-n 8rror *orm *or (reating a 5no-n
8rror as s+o-n in *igure #."3. For more details refer Chapter 4 !roblem Management 4.4 'no(n
)rror
,*ter (reating t+e 5no-n 8rror *or t+e ProblemF 5no-n 8rror )etails -ill be a.ailable *or
modi*i(ation. Cli(4 on t+e JVie- 5no-n 8rrorK button on t+e JSolutioningK tab. %+en t+e user (+anges
t+e status o* 5no-n 8rror to JCan(elledK t+en relations+i& bet-een 5no-n 8rror and t+e Problem
Ti(4et -ill be remo.ed and t+e user (an (reate a ne- 5no-n 8rror re(ord *or t+e Problem in similar
manner.
-.2.2.+ Re4!t"ons#"&s T!7
,*ter o&ening a Problem Ti(4etF t+e user (an (li(4 on J!elations+i&K tab as s+o-n in *igure #.<F to modi*2
relations+i& details o* a Problem re(ord.
("6ure -.C ; Mod"3'"n6 Pro74em T"c:et ; Re4!t"ons#"& T!7
T+e user (an add or remo.e a relations+i& bet-een t+is Problem Ti(4et and an In(identF as dis(ussed in
se(tion #.2." Creating !roblem Tic#et. ,lso belo- *lo-(+art de&i(ts t+e &ro(ess -+ene.er PMTier3P
and PMPMP users &er*orm O,dd !elations+i&; bet-een in(ident and &roblem.
T+e user (an also add anot+er Problem Ti(4et as a du&li(ate b2 s&e(i*2ing t+e Problem Ti(4et in t+e
Problem Identi*i(ation *ield and (li(4ing on t+e J,ddK button. T+e user (an modi*2 t+e Problem
Identi*i(ation re(ord b2 sele(ting a re(ord *rom Problem Identi*i(ation table and (li(4ing JModi*2K button.
,lsoF t+e user (an delete Problem Identi*i(ation re(ord b2 sele(ting t+e re(ord *rom t+e table and (li(4ing
t+e J)eleteK button.
*ote: ,ll ot+er tabs li#e Timeliness0 Business "mpact0 ,udit are same as in t+e older !ersion of
RC, Module and t+us are not being discussed +ere
= Standard C+artered Ban4
#6
SCB ITIL Problem Management User Guide Ver 2.0
PMGT"er+@ Add re4!t"ons#"& &rocess
= Standard C+artered Ban4
#$
SCB ITIL Problem Management User Guide Ver 2.0
PMGPM@ Add Re4!t"ons#"& &rocess
= Standard C+artered Ban4
#<
SCB ITIL Problem Management User Guide Ver 2.0
-.2.2.- Im&ort!nt E5ce&t"ons
Follo-ing are some o* t+e 8rror Messages dis&la2ed b2 s2stem -+ile modi*2ing an In(ident re(ord:
E5ce&t"on 1 ; Root )!use )ode Not Se4ected
T+is error message is dis&la2ed -+en user tries to sa.e t+e re(ord -it+out sele(ting t+e .alue *or
J!oot Cause CodeK *ield -+en !oot (ause is set to JCesK.
AR S'stem User ; Error
In.alid .alue *or !oot Cause Code. Please (+oose a&&ro&riate .alue
*rom &ulldo-n ?,!8!"000@
E5ce&t"on 2 ; Root Dr"44 Do%n One V!4ue Not Se4ected
T+is error message is dis&la2ed -+en user tries to sa.e t+e re(ord -it+out sele(ting t+e .alue *or
J!oot )rill do-n IneK *ield -+en !oot (ause is set to JCesK.
AR S'stem User ; Error
In.alid .alue *or !oot )rill )o-n Ine. Please (+oose a&&ro&riate
.alue *rom &ulldo-n ?,!8!"000@
E5ce&t"on + ; Root Dr"44 Do%n T%o V!4ue Not Se4ected
T+is error message is dis&la2ed -+en user tries to sa.e t+e re(ord -it+out sele(ting t+e .alue *or
J!oot )rill do-n T-oK e.en i* it;s a.ailable *or sele(ted *ailed ser.i(e and *ailed (om&onent
(ombination -+en !oot (ause is set to JCesK.
AR S'stem User ; Error
In.alid .alue *or !oot )rill do-n t-o. T+e .alue ITL8!S doesnQt
e/ists. Please sele(t (orre(t .alue. ?,!8!"000@
E5ce&t"on - ; )!use B' V!4ue Not Se4ected
T+is error message is dis&la2ed -+en user tries to sa.e t+e re(ord -it+out sele(ting t+e .alue *or
JCause B2K *ield.
AR S'stem User ; Error
Please (+oose a&&ro&riate .alue *rom &ulldo-n *or Caused B2
?,!8!"000@
E5ce&t"on . ; )!nce44"n6 Pro74em T"c:et Error
= Standard C+artered Ban4
#1
SCB ITIL Problem Management User Guide Ver 2.0
In Problem Management *ormF t+is error is dis&la2ed -+en user tr2 to (an(el t+e Problem Ti(4et
-it+out (an(elling all t+e ,(tion Item.
AR S'stem User ; Error
Please (an(el all a(tion items *or !C,5L0000002#31 be*ore &roblem
re(ord (an be (an(elled. ?,!8!"000@
E5ce&t"on 1 ; Root )!use Det!"4s Not S&ec"3"ed
T+is error message is dis&la2ed -+en user tries to sa.e t+e re(ord -it+out sele(ting t+e .alue *or
J!oot Cause )etailsK.
AR S'stem User ; Error
Please *ill in .alue *or !oot Cause )etails ?,!8!"000@
E5ce&t"on * ; )#!n6"n6 Root )!use o3 Pro74em %"t# /no%n Error
T+is error message is dis&la2ed -+en user tries to (+ange t+e !oot Cause *rom 2es to no +a.ing
&ublis+ed J5no-n 8rrorK asso(iated -it+ t+at Problem.
AR S'stem User ; Error
5no-n error 58000"200 is &ublis+ed *or t+is &roblem. ,n email -ill
be sent to ITSC Ser.i(e )es4 to retire t+e 5M! arti(le s+ould 2ou
(+oose to &ro(eed. ?,!8!"000@
E5ce&t"on C ; Root )!use D!te Lesser T#!n Pro74em )re!t"on D!te
T+is error message is dis&la2ed -+en !oot Cause date is less t+an t+e Create date o* t+e Problem.
AR S'stem User ; Error
!oot Cause )ate (annot be earlier t+an Create )ate.
?,!8!"000@
E5ce&t"on D ; >Not A$!"4!74e Re!son? Set to Nu44
T+is error message is dis&la2ed -+en user sele(ts t+e .alue o* JPermanent Fi/ StatusK *ield as Eot
,.ailable and JEot ,.ailable !easonK *ield is set to EULL.
AR S'stem User ; Error
Please *ill in t+e .alue *or Eot ,.ailable !eason. ?,!8!"000@
E5ce&t"on 1F ; >Str!te6"c Intent D!te? Set to Nu44
= Standard C+artered Ban4
90
SCB ITIL Problem Management User Guide Ver 2.0
T+is error message is dis&la2ed -+en user sele(ts t+e .alue o* JEot ,.ailable !easonK *ield as
JStrategi( IntentK and JStrategi( Intent )ateK *ield is set to EULL.
AR S'stem User ; Error
Please *ill in t+e .alue *or Strategi( Intent )ate. ?,!8!"000@
E5ce&t"on 11 ; )4os"n6 ! Pro74em T"c:et %"t#out )4os"n6 !44 Act"ons
T+is error message is dis&la2ed -+en user (+anges t+e status o* t+e Problem Ti(4et to J!esol.edK or
JClosedK -it+out (losing all t+e a(tion de*ined *or t+at Problem Ti(4et.
AR S'stem User ; Error
Cannot resol.eH(lose t+e &roblem as some a(tion items is
not in status JClosedHIngoingHImmediateK e**e(t. Please
(+e(4. ?,!8!"000@
E5ce&t"on 12 ; Re4!t"n6 Inc"dent T"c:ets A6!"n to S!me Pro74em
T+is error message is dis&la2ed -+en user tries to relate t+e In(ident Ti(4ets -+i(+ is alread2 related
to t+at Problem.
AR S'stem User ; Error
PE5L000032#93 is alread2 related to t+e &roblem. Please
(+e(4. ?,!8!"000@
E5ce&t"on 1+ ; Re4!t"n6 Inc"dent T"c:et %"t# )!nce44ed St!tus
T+is error message is dis&la2ed -+en user tries to relate t+e In(ident Ti(4et -it+ (an(elled status.
AR S'stem User ; Error
Sorr2 (annot relate (an(elled in(ident ti(4etU ?,!8!"000@
E5ce&t"on 1- ; Non O%ner o3 t#e Pro74em Re4!t"n6 t#e Inc"dent
T+is error message is dis&la2ed -+en t+e user ?PMTier3@ -+o doesn;t o-n t+e Problem Ti(4et tr2 to
relate t+e In(ident.
AR S'stem User ; Error
Sorr2U Cou (an not relate t+is In(ident as 2ou are not t+e
member o* I-ner grou& ?,!8!"000@
= Standard C+artered Ban4
9"
SCB ITIL Problem Management User Guide Ver 2.0
E5ce&t"on 1. ; Re4!t"n6 A4re!d' Re4!ted Inc"dent T"c:ets
T+is error message is dis&la2ed -+en user tries to relate alread2 related In(ident Ti(4ets.
AR S'stem User ; Error
PEVV0000VVVVV is alread2 related to a &roblem or
PEVV0000VVVVV is not a .alid In(ident !e(ord P .
?,!8!"000@
E5ce&t"on 11 ; Add"n6 Pro74em Det!"4s %"t#out Pro74em@ V!4ue
T+is error message is dis&la2ed -+en user (li(4s on t+e ,dd button -it+out s&e(i*2ing t+e ProblemP
in JProblem Identi*i(ationK *ield.
AR S'stem User ; Error
Please s&e(i*2 t+e &roblem number in Problem Identi*i(ation.
?,!8!"000@
E5ce&t"on 1* ; Re4!t"n6 A4re!d' Re4!ted Pro74em T"c:ets
T+is 8rror message is dis&la2ed -+en user tries to relate t+e same Problem -+i(+ is alread2 related.
AR S'stem User ; Error
T+is &roblem is alread2 lin4ed to &roblem
!C,VVEEEEEEEE ?,!8!"000@
E5ce&t"on 1C ; Re4!t"n6 ! Pro74em 0"t# Itse43
T+is error message is dis&la2ed -+en user tries to relate t+e same Problem -it+ itsel*.
AR S'stem User ; Error
, &roblem (annot be related to itsel*. ?,!8!"000@
E5ce&t"on 1D ; Re4!t"n6 !n O&en Pro74em
T+is error message is dis&la2ed -+en user tries to relate t+e Problem -+i(+ is not JClosedK or Create
not earlier t+an t+e (urrent Problem (reate date.
AR S'stem User ; Error
T+e &roblem !C,5L000000"903 is not (losed
I!
= Standard C+artered Ban4
92
SCB ITIL Problem Management User Guide Ver 2.0
Create date o* t+e &roblem !C,5L000000"903 is not earlier
t+an !C,5L000000"99# (reate date
E5ce&t"on 2F ; Re!son )ode Not S&ec"3"ed
T+is error message is dis&la2ed -+en user tries to sa.e t+e re(ord -it+out sele(ting t+e !eason
Code -+en !oot (ause is set to Eo.
AR S'stem User ; Error
!eason (ode is mandator2 -+en !oot Cause is *o.
?,!8!"000@
E5ce&t"on 21 ; Pend"n6 )ode Not S&ec"3"ed
T+is error message is dis&la2ed -+en user tries to sa.e t+e ,(tion Item re(ord -it+out sele(ting t+e
Pending Code *ield -+en Status is set to JPendingK.
AR S'stem User ; Error
Pending (ode is mandator2 -+en Status is JPendingK
?,!8!"000@
E5ce&t"on 22 ; E5&ected S'stem Test End D!te Not S&ec"3"ed
T+is error message is dis&la2ed -+en user tries to sa.e t+e ,(tion Item re(ord -it+out s&e(i*2ing t+e
8/&e(ted S2stem Test 8nd )ate -+en Status is set to JPendingK and Pending Code is JS2stem TestK.
AR S'stem User ; Error
8/&e(ted S2stem Test 8nd )ate is mandator2 -+en Pending
Code is JS2stem TestK ?,!8!"000@
E5ce&t"on 2+ ; )#!n6e No. Not S&ec"3"ed
T+is error message is dis&la2ed -+en user tries to sa.e t+e ,(tion Item re(ord -it+out s&e(i*2ing t+e
C+ange Eo. -+en Status is set to JPendingK and Pending Code is JC+ange Im&lementationK.
AR S'stem User ; Error
C+ange Eo. is mandator2 -+en C+ange !elated is JCesK.
?,!8!"000@
E5ce&t"on 2- ; Re$"sed ("5 De4"$er' D!te Not S&ec"3"ed
= Standard C+artered Ban4
93
SCB ITIL Problem Management User Guide Ver 2.0
T+is error message is dis&la2ed -+en user tries to sa.e t+e ,(tion Item re(ord -it+out s&e(i*2ing t+e
!e.ised Fi/ Built )ate -+en Status is set to JPendingK and Pending Code is J!ebuild Fi/K.
AR S'stem User ; Error
!e.ised Fi/ Built date is mandator2 -+en Pending Code is
J!ebuild Fi/K. ?,!8!"000@
-.+ Se!rc# Pro74em T"c:et
To sear(+ *or a Problem Ti(4etF t+e user needs to (li(4 JSear(+ Ti(4etK button. T+is -ill o&en a Sear(+
Problem Management *orm as in *igure #.1.
("6ure -.D; Se!rc# 3or ! Pro74em T"c:et
T+e user (an enter re>uired sear(+ (riteria and (li(4 on JSear(+K button. T+is -ill o&en t+e Sear(+ !esult
-indo- as in *igure #."0.
T+e -indo- in t+e *igure #."0 (onsists o* t-o &anes. First &ane dis&la2s t+e sear(+ result -+ile t+e
se(ond &ane dis&la2s t+e *orm (onsisting o* t+e details o* t+e sele(ted Problem Ti(4et. T+e user (an
&er*orm t+e Problem modi*i(ation on t+e dis&la2ed re(ord in t+is &ane. ,lternati.el2F i* t+e user -ants to
= Standard C+artered Ban4
9#
SCB ITIL Problem Management User Guide Ver 2.0
.ie- t+e Problem re(ords in a se&arate -indo-F t+e user (an do so b2 double (li(4ing on t+e Problem in
t+e result &ane. Problem I-ner (an modi*2 t+e &roblem Ti(4et -+ere as ot+er users (an be able to .ie-
t+e &roblem Ti(4et onl2.
-.- Pro74em St!tus
,n2 Problem goes t+roug+ a li*e (2(le (o.ering di**erent &+asesF ea(+ o* -+i(+ is de*ined b2 Problem;s
Status in t+e a&&li(ation. T+e status o* t+e Problem is (+anged -+en it mo.es *rom one &+ase to anot+er.
T+e &+ases or status o* a Problem are:
*ew 1 T+is is t+e status o* a Problem -+en it is (reated.
2nder "n!estigation 1 T+is is t+e status o* a Problem -+en it is under in.estigation *or root (ause?s@.
Pending 1 T+is is t+e status o* a Problem -+en it is &ending *or a(tion item to be (om&leted.
(nown )rror 1 T+is is t+e status o* a Problem -+en it +as been su((ess*ull2 diagnosed and
-or4around +as been establis+ed. %+en JPermanent Fi/ StatusK +as .alue *ot &%ailableF t+e s2stem
-ill set Problem status to 'no(n )rror
Resol!ed 1 T+is is t+e status o* a Problem -+en *indings are (on(luded but t+ere are a(tion items to
be (om&leted
Cancelled 1 T+is is t+e status o* a Problem -+en it +as been (an(elled. %+en &roblem ti(4et is
(losed all t+e asso(iated in(idents are remo.ed. T+e belo- *lo-(+art de&i(ts t+e &ro(ess -+ene.er
&roblem ti(4et is (an(elled.
Closed 1 T+is is t+e status o* a Problem -+en all a(tion items are (om&leted?a(tion
status:IngoingHImmediateHCom&leted@. %+en e.er &roblem ti(4et is mo.ed to status (losedF t+e
asso(iated in(ident ti(4ets status not in J!esol.edK status -ill +a.e its status set to J!esol.edK. I*
4no-n error *or t+e &roblem re(ord e/istsF t+e 4no-n error status is (+anged to !etired i* JPermanent
Fi/ StatusK is +a.ing .alue Com&leted. T+e belo- *lo-(+art de&i(ts t+e &ro(ess -+ene.er &roblem
ti(4et is Closed.
= Standard C+artered Ban4
99
SCB ITIL Problem Management User Guide Ver 2.0
*ote:
,ll a(tion items related to t+e Problem re(ord s+ould in status (an(el or (losed be*ore
(losingH(an(elling t+e &roblem re(ord
User (an not (an(el t+e &roblem re>uestF i* t+e 4no-n error asso(iated -it+ t+e &roblem ti(4et is
&ublis+ed.
,ll asso(iated in(idents are remo.ed *rom t+e relations+i& table -+en user (an(els t+e Problem
re>uest.
-.. Em!"4 Not"3"c!t"ons to Users
T+ere are *e- noti*i(ations -+i(+ get triggeredF based on t+e (onditions as mentioned belo-:
= Standard C+artered Ban4
96
SCB ITIL Problem Management User Guide Ver 2.0
Not"3"c!t"on 1
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF ITSC Problem Management -ill get noti*ied
i* t+e PMTier3P user (reates a Problem Ti(4et *or +ig+ se.erit2 In(ident Ti(4et.
Not"3"c!t"on Mess!6e< JWProblem: WProblemPA -as (reated b2 Wo-ner nameA *or +ig+
se.erit2 in(idents. Please (oordinate -it+ o-ner and (+ange o-ners+i& i* ne(essar2K
Not"3"c!t"on 2
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF I-ner o* t+e Ti(4et -ill get noti*ied i* t+e
ITSC Problem Management team (+anges t+e o-ners+i& o* t+e Ti(4et.
Not"3"c!t"on Mess!6e<
Su7ect: I-ner o* Problem !C,5L000000"639 +as been trans*erred
)ear SirHMadamF
T+e o-ner o* Problem P !C,5L000000"639 +as been (+anged *rom )8MI US8! to
SCBPM.
Please (all ITSC Problem Management s+ould t+is be out o* 2our e/&e(tation.
T+is lin4 -ill bring 2ou to t+e s2stem *or u&date
Not"3"c!t"on +
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user -ill get noti*ied on t+e -ee4l2 basis i*
t+e Problem Ti(4et is JUnder In.estigationK and !oot Cause is not null.
Create )ate o* t+e Problem Ti(4et
&asses t+e (urrent date b2 2-ee4s
,n email -ill be send automati(all2 to t+e Problem
I-ner and (o&2 to Grou& ,dmin.
Create )ate o* t+e Problem Ti(4et
&asses t+e (urrent date b2 3-ee4s
,n email -ill be send automati(all2 to t+e Problem
I-ner and (o&2 Su&erior o* Grou& ,dmin
Not"3"c!t"on Mess!6e<
Su7ect: Problems JUnder In.estigation; *or t+e &ast 3 -ee4s
)ear SirHMadamF
T+e belo- " &roblem?s@ +ad no root (ause identi*ied *or t+e &ast t+ree -ee4s. Please
u&date &rogress in J,dditional in*oK or u&date J!oot Cause )etailK and its (orres&onding
(ode i* 4no-n.
Pro74em T"c:et@< !C,5L0000000<10
= Standard C+artered Ban4
9$
SCB ITIL Problem Management User Guide Ver 2.0
Please re.ise date or a(tion -+ere needed.
T#"s 4"n: %"44 7r"n6 'ou to t#e s'stem 3or u&d!te
Act"on to 7e &er3ormed< , s+ort(ut *or t+e Problem Management *orm is &ro.ided as an
atta(+ment in t+e email. User need to double (li(4 on t+e atta(+ment to o&en t+e Problem
Management *orm in t+e User tool. User +as to &ro.ide +isH+er User I) and &ass-ord to login into
t+e s2stem. ,*ter aut+enti(ation s2stem -ill allo- t+e user to login into t+e s2stem. Problem
Management *orm is dis&la2ed -+ere t+e user (an sear(+ *or t+e Problem Ti(4ets &ro.ided in t+e
email.
Not"3"c!t"on -
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user -ill get noti*ied i* t+e Problem Ti(4et is
not JClosedK *or all Priorit2 and Create )ate o* t+e Problem Ti(4et &asses t+e (urrent date b2
2-ee4s. ,n email -ill be send automati(all2 to t+e Problem I-ner and CC to ITSC Ser.i(e
Su&&ort on %ee4l2 basis to ITSC *or *ollo-u&.
Not"3"c!t"on Mess!6e<
Su7ect: Problem?s@ +ad no u&dates *or t+e &ast 2 -ee4s
)ear SirHMadamF
T+e belo- # &roblems +ad no u&dates *or t+e &ast 2 -ee4s. Please +el& to *ollo-u&
Pro74em @< !C,5L0000000<10 F !C,5L0000000210F !C,5L000000<<1F
!C,5L000000<31
T#"s 4"n: %"44 7r"n6 'ou to t#e s'stem 3or u&d!te
Act"on to 7e &er3ormed< , s+ort(ut *or t+e Problem Management *orm is &ro.ided as an
atta(+ment in t+e email. User need to double (li(4 on t+e atta(+ment to o&en t+e Problem
Management *orm in t+e User tool. User +as to &ro.ide +isH+er User I) and &ass-ord to login into
t+e s2stem. ,*ter aut+enti(ation s2stem -ill allo- t+e user to login into t+e s2stem. Problem
Management *orm is dis&la2ed -+ere t+e user (an sear(+ *or t+e Problem Ti(4ets &ro.ided in t+e
email.
Not"3"c!t"on .
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user -ill get noti*ied on t+e -ee4l2 basis i*
t+e Problem Ti(4et is JPendingKF !oot Cause is set to JCesK and Permanent Fi/ is blan4.
!oot Cause Found )ate o* t+e
Problem Ti(4et &asses t+e (urrent
,n email -ill be send automati(all2 to t+e Problem
I-ner and (o&2 Grou& ,dmin.
= Standard C+artered Ban4
9<
SCB ITIL Problem Management User Guide Ver 2.0
date b2 2 -ee4s.
!oot Cause Found )ate o* t+e
Problem Ti(4et &asses t+e (urrent
date b2 3 -ee4s.
,n email -ill be send automati(all2 to t+e Problem
I-ner and (o&2 Su&erior o* Grou& ,dmin.
Not"3"c!t"on Mess!6e<
Su7ect: !oot (ause *or &roblem is identi*ied *or &ast 3 -ee4s -it+ Eo Fi/ Found
)ear SirHMadamF
T+e belo- # &roblems +ad root (ause identi*ied *or t+ree -ee4s but no *i/ *ound so *ar.
Please u&date &rogress in J,dditional in*oK or u&date JPermanent Fi/ StatusK and its
(orres&onding (ode -+ere needed.
Pro74em @< !C,5L0000000<10 F !C,5L0000000210F !C,5L000000<<1F
!C,5L000000<31
T#"s 4"n: %"44 7r"n6 'ou to t#e s'stem 3or u&d!te
Act"on to 7e &er3ormed< , s+ort(ut *or t+e Problem Management *orm is &ro.ided as an
atta(+ment in t+e email. User need to double (li(4 on t+e atta(+ment to o&en t+e Problem
Management *orm in t+e User tool. User +as to &ro.ide +isH+er User I) and &ass-ord to login into
t+e s2stem. ,*ter aut+enti(ation s2stem -ill allo- t+e user to login into t+e s2stem. Problem
Management *orm is dis&la2ed -+ere t+e user (an sear(+ *or t+e Problem Ti(4ets &ro.ided in t+e
email.
Not"3"c!t"on 1
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user -ill get noti*ied on t+e -ee4l2 basis i*
t+e !oot Cause is set to JCesKF Status o* t+e ,(tion Item is JPendingKF Pending Code is JFind Fi/K
or KFi/ *rom VendorK.
!oot Cause Found )ate o* t+e
Problem Ti(4et &asses t+e (urrent
date b2 2 -ee4s.
,n email -ill be send automati(all2 to t+e
Im&lementer Grou&F (o&2 to Grou& ,dmin and CC
to Problem I-ner
!oot Cause Found )ate o* t+e
Problem Ti(4et &asses t+e (urrent
date b2 3 -ee4s.
,n email -ill be send automati(all2 to t+e
Im&lementer Grou&F (o&2 to Su&erior o* Grou&
,dmin and CC to Problem I-ner
Not"3"c!t"on Mess!6e<
= Standard C+artered Ban4
91
SCB ITIL Problem Management User Guide Ver 2.0
Su7ect: ,(tion -as in Find Fi/ mode *or t+e &ast 3 -ee4s
)ear SirHMadamF
T+e belo- # &roblems +ad a(tion items in JPending CodeK Find Fi+,Fi+ from -endor mode
*or &ast t+ree -ee4s. Please u&date &rogress in J,dditional in*oK or u&date JPermanent Fi/
StatusK and its (orres&onding (ode -+ere needed.
Pro74em @< !C,5L0000000<10 F !C,5L0000000210F !C,5L000000<<1F
!C,5L000000<31
T#"s 4"n: %"44 7r"n6 'ou to t#e s'stem 3or u&d!te
Act"on to 7e &er3ormed< , s+ort(ut *or t+e Problem Management *orm is &ro.ided as an
atta(+ment in t+e email. User need to double (li(4 on t+e atta(+ment to o&en t+e Problem
Management *orm in t+e User tool. User +as to &ro.ide +isH+er User I) and &ass-ord to login into
t+e s2stem. ,*ter aut+enti(ation s2stem -ill allo- t+e user to login into t+e s2stem. Problem
Management *orm is dis&la2ed -+ere t+e user (an sear(+ *or t+e Problem Ti(4ets &ro.ided in t+e
email.
Not"3"c!t"on *
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user -ill get noti*ied on t+e -ee4l2 basis i*
t+e Status o* t+e ,(tion Item is JPendingKF Pending Code is JBuild Fi/K and !e.ised Fi/ )ate o*
t+e Problem Ti(4et &asses t+e (urrent date.
!e.ised Fi/ )eli.er2 )ate o* t+e
Problem Ti(4et &asses t+e (urrent
date b2 2 -ee4s.
,n email -ill be send automati(all2 to t+e
Im&lementer Grou&F (o&2 to Grou& ,dmin and CC
to Problem I-ner.
!e.ised Fi/ )eli.er2 )ate o* t+e
Problem Ti(4et &asses t+e (urrent
date b2 3 -ee4s.
,n email -ill be send automati(all2 to t+e
Im&lementer Grou&F (o&2 to Su&erior o* Grou&
,dmin and CC to Problem I-ner.
Not"3"c!t"on Mess!6e<
Su7ect: Fi/ )eli.er2 date o* a(tion item +ad &assed 3 -ee4s
)ear SirHMadamF
,(tion items in t+e belo- # &roblems +ad &assed t+e JFi/ )eli.er2 )ateK. Please re.ise date
i* t+ere is a dela2 or u&date &rogress in *ield ,dditional In*o.
Pro74em @< !C,5L0000000<10 F !C,5L0000000210F !C,5L000000<<1F
!C,5L000000<31
T+is lin4 -ill bring 2ou to t+e s2stem *or u&date
= Standard C+artered Ban4
60
SCB ITIL Problem Management User Guide Ver 2.0
Act"on to 7e &er3ormed< , s+ort(ut *or t+e Problem Management *orm is &ro.ided as an
atta(+ment in t+e email. User need to double (li(4 on t+e atta(+ment to o&en t+e Problem
Management *orm in t+e User tool. User +as to &ro.ide +isH+er User I) and &ass-ord to login into
t+e s2stem. ,*ter aut+enti(ation s2stem -ill allo- t+e user to login into t+e s2stem. Problem
Management *orm is dis&la2ed -+ere t+e user (an sear(+ *or t+e Problem Ti(4ets &ro.ided in t+e
email.
Not"3"c!t"on C
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user -ill get noti*ied on t+e -ee4l2 basis i*
t+e Status o* t+e ,(tion Item is JPendingKF Pending Code is JS2stem TestK and !e.ised Test
Com&letion )ate o* t+e &roblem Ti(4et &asses t+e (urrent date.
!e.ised Test Com&letion )ate o* t+e
Problem Ti(4et &asses t+e (urrent
date b2 2 -ee4s.
,n email -ill be send automati(all2 to t+e
Im&lementer Grou&F (o&2 to Grou& ,dmin and CC
to Problem I-ner
!e.ised Test Com&letion )ate o* t+e
Problem Ti(4et &asses t+e (urrent
date b2 3 -ee4s.
,n email -ill be send automati(all2 to t+e
Im&lementer Grou&F (o&2 to Su&erior o* Grou&
,dmin and CC to Problem I-ner
Not"3"c!t"on Mess!6e<
Su7ect: S2stem test date o* a(tion item +ad &assed 3 -ee4s
)ear SirHMadamF
,(tion items in t+e belo- 2 &roblems +ad &assed t+e JS2stem Test )ateK. Please re.ise
date i* t+ere is a dela2 or u&date &rogress in *ield J,dditional In*oK.
Pro74em @< !C,5L0000000<10 F !C,5L000000<<1
T#"s 4"n: %"44 7r"n6 'ou to t#e s'stem 3or u&d!te
Act"on to 7e &er3ormed< , s+ort(ut *or t+e Problem Management *orm is &ro.ided as an
atta(+ment in t+e email. User need to double (li(4 on t+e atta(+ment to o&en t+e Problem
Management *orm in t+e User tool. User +as to &ro.ide +isH+er User I) and &ass-ord to login into
t+e s2stem. ,*ter aut+enti(ation s2stem -ill allo- t+e user to login into t+e s2stem. Problem
Management *orm is dis&la2ed -+ere t+e user (an sear(+ *or t+e Problem Ti(4ets &ro.ided in t+e
email.
Not"3"c!t"on D
= Standard C+artered Ban4
6"
SCB ITIL Problem Management User Guide Ver 2.0
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user -ill get noti*ied on t+e -ee4l2 basis i*
t+e Status o* t+e ,(tion Item is JPendingKF Pending Code is J!ebuild Fi/K and !e.ised Fi/ )ate o*
t+e &roblem Ti(4et &asses t+e (urrent date.
!e.ised Test Com&letion )ate o* t+e
Problem Ti(4et &asses t+e (urrent
date b2 2 -ee4s.
,n email -ill be send automati(all2 to t+e
Im&lementer Grou&F (o&2 to Grou& ,dmin and CC
to Problem I-ner.
!e.ised Test Com&letion )ate o* t+e
Problem Ti(4et &asses t+e (urrent
date b2 3 -ee4s.
,n email -ill be send automati(all2 to t+e
Im&lementer Grou&F Co&2 to Su&erior o* Grou&
,dmin and CC to Problem I-ner.
Not"3"c!t"on Mess!6e<
Su7ect: !e.ised Fi/ )eli.er2 date o* a(tion item +ad &assed 3 -ee4s
)ear SirHMadamF
,(tion items in t+e belo- 2 &roblems +ad &assed t+e J!e.ised Fi/ed )eli.er2 )ateK -it+
JPending CodeK o* !ebuild Fi/. Please re.ise date i* t+ere is a dela2 or u&date &rogress in
*ield J,dditional In*oK.
Pro74em @< !C,5L0000000<10 F !C,5L000000<<1
T#"s 4"n: %"44 7r"n6 'ou to t#e s'stem 3or u&d!te
Act"on to 7e &er3ormed< , s+ort(ut *or t+e Problem Management *orm is &ro.ided as an
atta(+ment in t+e email. User need to double (li(4 on t+e atta(+ment to o&en t+e Problem
Management *orm in t+e User tool. User +as to &ro.ide +isH+er User I) and &ass-ord to login into
t+e s2stem. ,*ter aut+enti(ation s2stem -ill allo- t+e user to login into t+e s2stem. Problem
Management *orm is dis&la2ed -+ere t+e user (an sear(+ *or t+e Problem Ti(4ets &ro.ided in t+e
email.
Not"3"c!t"on 1F
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user -ill get noti*ied on t+e -ee4l2 basis i*
t+e Status o* t+e ,(tion Item is JPendingKF Pending Code is JC+ange Im&lementationK and
!e.ised Im&lementation 8nd )ate o* t+e &roblem Ti(4et &asses t+e (urrent date.
!e.ised Im&lementation )ate o* t+e
Problem Ti(4et &asses t+e (urrent date
b2 2 -ee4s.
,n email -ill be send automati(all2 to t+e
Im&lementer Grou&F (o&2 to Grou& ,dmin and CC
to Problem I-ner.
!e.ised Im&lementation )ate o* t+e ,n email -ill be send automati(all2 to t+e
= Standard C+artered Ban4
62
SCB ITIL Problem Management User Guide Ver 2.0
Problem Ti(4et &asses t+e (urrent date
b2 3 -ee4s.
Im&lementer Grou&F (o&2 to Su&erior o* Grou&
,dmin and CC to Problem I-ner.
Not"3"c!t"on Mess!6e<
Su7ect: !e.ised Im&lementation date o* a(tion item +ad &assed 3 -ee4s
)ear SirHMadamF
,(tion items in t+e belo- 2 &roblems +ad &assed t+e J!e.ised Im&lementation )ateK -it+
JPending CodeK o* Change Implementation. Please re.ise date in C+ange module i* t+ere is
a dela2 or u&date &rogress in *ield J,dditional In*oK.
Pro74em @< !C,5L0000000<10 F !C,5L000000<<1
T#"s 4"n: %"44 7r"n6 'ou to t#e s'stem 3or u&d!te
Act"on to 7e &er3ormed< , s+ort(ut *or t+e Problem Management *orm is &ro.ided as an
atta(+ment in t+e email. User need to double (li(4 on t+e atta(+ment to o&en t+e Problem
Management *orm in t+e User tool. User +as to &ro.ide +isH+er User I) and &ass-ord to login into
t+e s2stem. ,*ter aut+enti(ation s2stem -ill allo- t+e user to login into t+e s2stem. Problem
Management *orm is dis&la2ed -+ere t+e user (an sear(+ *or t+e Problem Ti(4ets &ro.ided in t+e
email.
Not"3"c!t"on 11<
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF user -ill get noti*ied on t+e -ee4l2 basis i*
t+e Strategi( Intent )ate o* t+e &roblem Ti(4et &asses t+e (urrent date.
Strategi( Intent )ate o* t+e &roblem
Ti(4et &asses t+e (urrent date b2 2
-ee4s.
,n email -ill be send automati(all2 to t+e Problem
I-nerF (o&2 to Grou& ,dmin and CC to ITSC
Ser.i(e Su&&ort.
Strategi( Intent )ate o* t+e &roblem
Ti(4et &asses t+e (urrent date b2 3
-ee4s.
,n email -ill be send automati(all2 to t+e Problem
I-nerF (o&2 to Su&erior o* Grou& ,dmin and CC to
ITSC Ser.i(e Su&&ort.
Not"3"c!t"on Mess!6e<
Su7ect: Strategi( Intent )ate o* Problems +ad &assed 3 -ee4s
)ear SirHMadamF
= Standard C+artered Ban4
63
SCB ITIL Problem Management User Guide Ver 2.0
T+e JStrategi( Intent )ateK o* t+e belo- 2 &roblems +ad &assed 3 -ee4s. Please re.ise
date i* t+ere is a dela2 or u&date JPermanent Fi/ StatusK or u&date &rogress in *ield
J,dditional In*oK.
Pro74em @< !C,5L0000000<10 F !C,5L000000<<1
T+is lin4 -ill bring 2ou to t+e s2stem *or u&date
Act"on to 7e &er3ormed< , s+ort(ut *or t+e Problem Management *orm is &ro.ided as an
atta(+ment in t+e email. User need to double (li(4 on t+e atta(+ment to o&en t+e Problem
Management *orm in t+e User tool. User +as to &ro.ide +isH+er User I) and &ass-ord to login into
t+e s2stem. ,*ter aut+enti(ation s2stem -ill allo- t+e user to login into t+e s2stem. Problem
Management *orm is dis&la2ed -+ere t+e user (an sear(+ *or t+e Problem Ti(4ets &ro.ided in t+e
email.
= Standard C+artered Ban4
6#
SCB ITIL Problem Management User Guide Ver 2.0
.. /NO0N ERROR
, 5no-n 8rror is a &roblem t+at is su((ess*ull2 diagnosed and *or -+i(+ a -or4around +as been
identi*ied. It in.ol.es t+e &ro(ess *or re(ording t+e 5no-n 8rrorsF a&&ro.al and &ublis+ing o* 5no-n
8rrors.
Access Perm"ss"on< Follo-ing table s+o-s list o* users -+o (an a((ess t+e I-ners+i& *orm
(orm N!me Act"on Access Perm"ss"on
Problem
Management *orm A
5no-n 8rror button
Cli(4 on t+e J5no-n 8rror
CreationK button gi.en in t+e
Problem Management *orm *or
(reating a 5no-n 8rror.
Problem I-ner grou& members (an (reate a 5no-n 8rror
*or t+e Problem.
5no-n 8rror Form
?Modi*2@
Cli(4 on t+e JVie- 5no-n
8rrorK button gi.en in t+e
Problem Management *orm.
Problem I-nerF Grou& Leader o* &roblem o-ner and ITSC
S) (an modi*2 a 5no-n 8rror *or t+e Problem.
5no-n 8rror ,&&ro.al
Console
T+e user (an a((ess t+is *orm
*rom t+e Ib'e(t List.
Grou& Leader and ITSC Ser.i(e des4 members -ill be
able to see 5no-n 8rror re>uest assigned to t+em *or
a&&ro.al.
T!74e ..1 ; Access Perm"ss"on 3or /no%n Error 3orm
..1. Record"n6 ! /no%n Error
I&en a Problem Ti(4et *or -+i(+ 5no-n 8rror is to be (reatedF re*er *igure 9.". Initiall2F J5no-n
8rror CreationK button is disabled.
8nter all t+e mandator2 details re>uired *or !C,.
8nter t+e .alues *or Failed Ser.i(eF Failed Com&onent
8nter details *or t+e !e(ommended %or4around on t+e JSolutioningK tab
Sa.e t+e re(ord. T+e J5no-n 8rror CreationK button -ill get enabled a*ter all t+e mentioned
details in &roblem re(ord are sa.ed.
*ote: ,lso0 t+e user is required to ensure t+at t+e er!ice Class and Resolution Code are
a!ailable for t+e incident3s4 w+ic+ are related to a problem record5
T+e &ro(ess *or (reation o* a 4no-n error (an be de&i(ted -it+ t+e *ollo-ing *lo- diagram.
= Standard C+artered Ban4
69
SCB ITIL Problem Management User Guide Ver 2.0
("6ure ..1 ; )re!t"n6 /no%n Error
To (reate a 5no-n 8rror:
Cli(4 on J5no-n 8rror CreationK button.
, *orm *or (reating 5no-n 8rrorF as in *igure 9.2 -ill be dis&la2ed.
= Standard C+artered Ban4
66
SCB ITIL Problem Management User Guide Ver 2.0
("6ure ..2 ; (orm 3or )re!t"n6 /no%n Error
T+e .alues *or most o* t+e *ields ?in *orm s+o-n in *ig 9.2@ -ill be obtained *rom Problem Ti(4et
and its asso(iated In(ident Ti(4et.
8nter all re>uired details.
I* 2ou don;t -ant to send t+e 4no-n error *or t+e a&&ro.alF 2ou (an &ress OSa.e as )ra*t; button.
Cou (an modi*2 t+e 4no-n error re>uest in *uture.
I* 2ou -ant to send t+e 4no-n 8rror *or a&&ro.alF JSubmit *or ,&&ro.alK button to (reate t+e
5no-n 8rror. In(e a 5no-n 8rror is su((ess*ull2 (reatedF an email -ill be sent to t+e Grou& Leader
*or a&&ro.al.
I* 2ou -ant to .ie- Problem Ti(4et details *or t+is 5no-n 8rrorF (li(4 on JVie-K button.
T+e 5no-n 8rror *orm and o&en Problem Ti(4et identi*ied b2 !elated ProblemP *ield. Cli(4ing on
JCloseK button -ill (lose t+e *orm. ,*ter (reating or modi*2ing t+e 5no-n 8rror Ti(4ets t+e *ollo-ing
*ields li4e: %or4aroundF !esolution )etailsF Pre.enti.e ,(tion *ield details are re*le(ted ba(4 to t+e
Problem Management *orm.
T+e 5no-n 8rror *orm is a.ailable *or modi*i(ationH.ie- *rom t+e *ollo-ing *orms:
In(ident Mat(+ing Form
5no-n 8rror ,&&ro.al Console
User tools Ib'e(t list
= Standard C+artered Ban4
6$
SCB ITIL Problem Management User Guide Ver 2.0
..2. A&&ro$!4 o3 /no%n Error
5no-n 8rror +as to undergo t-o le.els o* a&&ro.al (2(le be*ore it is &ublis+ed. T+ese t-o le.els o*
a&&ro.al are done b2 Grou& ,dmin and ITSC S). ?+a.ing &ermission o* 5MS,CTier"X,dmin@.
Grou& Leader is t+e *irst le.el a&&ro.er.
I* Grou& Leader in*ormation is not a.ailableF OPrimar2 a&&ro.er; o* t+e grou& be(omes t+e *irst
le.el a&&ro.er
Grou& leader (an a&&ro.eHre'e(tHmodi*2 t+e 4no-n error re>uest.
ITSC ser.i(e des4 members are t+e se(ond le.el a&&ro.ers.
ITSC Ser.i(e des4 (an &ublis+Hre'e(tHretireHmodi*2 t+e 4no-n error re>uest.
!e>uest a&&ro.ed b2 Grou& leader are sent to t+e ITSC ser.i(e des4 members *or a&&ro.al .ia
-ee4l2 noti*i(ation.
*ote: Problem record for w+ic+ root cause +as been identified will be sent to t+e "TC ser!ice
des# for t+e appro!al
..2.1. /no%n Error A&&ro$!4 )onso4e
%+en a 5no-n 8rror is (reated and submitted *or a&&ro.alF a mail is sent to t+e Grou& leader *or
a&&ro.al. T+is mail (ontains an atta(+ment -+i(+ t+e a&&ro.er (an double (li(4 to o&en t+e 5no-n 8rror
,&&ro.al ConsoleF as in *igure 9.3. ,lternati.el2F t+e user (an o&en t+e Ib'e(t List and &er*orm sear(+ on
J5no-n 8rror ,&&ro.alKF double (li(4 on t+e result e/a(tl2 mat(+ing J5no-n 8rror ,&&ro.alK to o&en t+e
5no-n 8rror ,&&ro.al Console.
= Standard C+artered Ban4
6<
SCB ITIL Problem Management User Guide Ver 2.0
("6ure ..+ ; /no%n Error A&&ro$!4 )onso4e =Grou& Adm"n2
T+e table in t+e (entre o* t+e *orm &ro.ides t+e list o* 5no-n 8rrors &ending *or a&&ro.al *rom t+e Grou&
Lead and ITSC Ser.i(e des4. T+e user (an sele(t and .ie- t+e re(ord t+at is to be a&&ro.ed or re'e(ted.
Cli(4ing on JVie-K button -ill o&en t+e 5no-n 8rror details *or t+e sele(ted re(ord.
To a&&ro.e t+e 5no-n 8rror t+e user needs to sele(t and .ie- t+e re(ord. 5no-n 8rror details -ill o&en
*or t+e sele(ted re(ord. Cli(4 on O,&&ro.e; button to a&&ro.e t+e 4no-n error re>uest.
To re'e(t t+e 5no-n 8rror t+e user needs to sele(t and .ie- t+e re(ord. T+e user needs s&e(i*2 t+e re'e(t
reason *or re'e(ting t+e 5no-n 8rror !e>uest. ,*ter entering t+e re'e(t reason (li(4 on J!e'e(tK buttonF a
mail -ill be sent to t+e o-ner o* t+e 5no-n 8rror t+at it +as been re'e(ted. In(e a 5no-n 8rror re>uest is
re'e(ted b2 grou& leadF I-ner (an again resubmit it *or a&&ro.al b2 modi*2ing t+e 5no-n 8rror re>uest.
..+. Pu74"s#"n6 /no%n Error
ITSC Ser.i(e des4 members +a.ing rig+ts to &ublis+ t+e arti(les in t+e 5MS (an &ublis+ t+e 5no-n 8rror
arti(le. To &ublis+ t+e 4no-n 8rror arti(le:
Sele(t t+e re(ord *rom t+e *orm in *igure 9.3 and (li(4 .ie- button. In t+e 5no-n 8rror *orm t+at o&ensF
(li(4 on t+e O,&&ro.e G Publis+; button. Follo-ing message bo/ -ill a&&ear as s+o-n in *igure 9.# -ill
a&&ear.
= Standard C+artered Ban4
61
SCB ITIL Problem Management User Guide Ver 2.0
("6ure ..-
Cli(4 on t+e &ublis+ button as s+o-n in *igure 9.9.
("6ure ... ; /no%n Error Pu74"s#
To (om&lete t+e 4no-n error &ublis+ &ro(ess (li(4 on OPublis+ ,rti(le; button as s+o-n is *igure 9.6
= Standard C+artered Ban4
$0
SCB ITIL Problem Management User Guide Ver 2.0
("6ure ..1 ; /no%n Error Pu74"s#
..-. Ret"rement o3 /no%n Error
5no-n 8rror !etirement &ro(ess is triggered *rom Problem Management *orm.
= Standard C+artered Ban4
$"
SCB ITIL Problem Management User Guide Ver 2.0
C,) 6: Problem tatus mo!es to $Closed $and (nown )rror ,rticle is publis+ed:
%+en user (loses t+e &roblem ti(4etF and 4no-n error asso(iated -it+ t+e &roblem is in t+e status
&ublis+edF t+en re>uest *or retiring t+e 5no-n error arti(le is sent to t+e ITSC ser.i(e des4. ITSC ser.i(e
des4 (an retire t+e 4no-n error re>uest b2 .ie-ing t+e 5no-n error re>uest *rom t+e 5no-n 8rror
,&&ro.al (onsole and (li(4ing on O,&&ro.e !etirement; button on t+e 4no-n error *orm as s+o-n is *igure
9.$.
("6ure ..* ; /no%n Error Ret"rement
T+e 4no-n error arti(le is o&ened. Press !etire button t+at 4no-n error arti(le as s+o-n in *igure 9.<
= Standard C+artered Ban4
$2
SCB ITIL Problem Management User Guide Ver 2.0
("6ure ..C ; /no%n Error Ret"rement
In(e 2ou &ress !etire button as s+o-n is *igure 9.<F t+e *ollo-ing message -ill a&&ear as s+o-n in *igure
9.1
("6ure ..D ; /no%n Error Ret"rement
To (om&lete t+e retirement &ro(essF (li(4 on O!etire ,rti(le; button as s+o-n in *igure 9."0.

= Standard C+artered Ban4
$3
SCB ITIL Problem Management User Guide Ver 2.0
("6ure ..1F ; /no%n Error Ret"rement
C,) 7: Problem tatus mo!es to $Closed' and (nown )rror article is not publis+ed:
%+en user (loses t+e &roblem ti(4etF and 4no-n error asso(iated -it+ t+e &roblem is not in t+e status
&ublis+edF t+e 5no-n error status is mo.ed to t+e status J!etiredK and noti*i(ation -ill be sent to t+e
grou& leaderHITSC ser.i(e des4 in*orming t+e retirement o* t+e 4no-n error arti(le.
.... Im&ort!nt E5ce&t"ons
Follo-ing are some o* t+e error messages dis&la2ed b2 s2stem -+ile modi*2ing an In(ident re(ord.
E5ce&t"on 1 ; M!nd!tor' ("e4ds Are Em&t'
T+is error message is dis&la2ed -+en user (li(4s on t+e JSubmit *or ,&&ro.alK button -it+out
s&e(i*2ing t+e .alues *or mandator2 *ields.
AR S'stem User ; Error
T+e mandator2 *ields in +ig+lig+ted in bold need to +a.e .alue be*ore
JSubmit *or ,&&ro.alK is &ossible. ?,!8!"000@
= Standard C+artered Ban4
$#
SCB ITIL Problem Management User Guide Ver 2.0
..1. /no%n Error St!tus
,n2 5no-n 8rror goes t+roug+ a li*e (2(le (o.ering di**erent &+asesF ea(+ o* -+i(+ is de*ined b2 5no-n
8rror;s status in t+e a&&li(ation. T+e status o* t+e 5no-n 8rror is (+anged -+en it mo.es *rom one &+ase
to anot+er. T+e &+ases or status o* a 5no-n 8rror are:
Draft 1 T+is is t+e status o* a 5no-n 8rror re>uest -+en user sa.es t+e 5no-n 8rror re>uest as
dra*t. %+en t+e user (reates t+e 5no-n errorF t+e status -ill be O)ra*t;. In t+is status no a&&ro.al
email is sent. ,*ter t+e (on*irmation or *inal modi*i(ationF user (an send t+e 4no-n error re>uest *or
a&&ro.al b2 (li(4ing JSubmit *or a&&ro.alK button
,ppro!ed-content- T+is is t+e status o* a 4no-n error -+en grou& lead a&&ro.es t+e 4no-n error
re>uest and &roblem root (ause is not 4no-n.
Pending for Publis+ 1 T+is is t+e status o* a 5no-n 8rror re>uest -+en t+e 4no-n error re>uest is
&ending *or a&&ro.al ?*or &ublis+@ -it+ Grou& Leader or ITSC Ser.i(e des4. In t+is statusF o-ner
grou& (annot u&date t+e 4no-n error re>uest as it;s &ending *or a&&ro.al. In(e grou& leader
a&&ro.esHre'e(t t+e 4no-n error re>uestF o-ner grou& -ill be able to u&date t+e 4no-n error re>uest
and resubmit it *or t+e a&&ro.al
Re8ected 1 T+is is t+e status o* a 5no-n 8rror re>uest -+en 4no-n error re>uest is re'e(ted b2
grou& lead or ITSC ser.i(e des4. I-ner grou& (an modi*2 and resubmit t+e 4no-n error re>uest *or
a&&ro.al on(e it is re'e(ted.
Publis+ed 1 T+is is a status o* a 5no-n 8rror re>uest -+en t+e 4no-n arti(le is &ublis+ed in 5MS.
In(e 4no-n error arti(le is &ublis+edF user (an not u&date t+e 4no-n error re>uest. ,lso res&e(ti.e
*ields in &roblem re(ord be(ome read onl2.
Pending for Retirement 1 T+is is t+e status o* a 5no-n 8rror re>uest -+en t+e 4no-n error re>uest
is &ending *or a&&ro.al ?*or retirement@ -it+ Grou& Leader or ITSC Ser.i(e des4
Retired 1 T+is is t+e status o* a 5no-n 8rror -+en t+e 5no-n 8rror arti(le is retired *rom 5MS.
Cancelled 1 T+is is t+e status o* a 5no-n 8rror -+en it is (an(elled. %+en 4no-n error is (an(elledF
t+e relations+i& bet-een &roblem ti(4et and 4no-n error is remo.ed. , ne- 4no-n error (an be
(reated *or t+e Problem re(ord -+ere it is being deta(+ed *rom. I-ner grou& (an (an(el t+e 5no-n
error re>uest be*ore t+e 4no-n error arti(le is &ublis+ed. In(e 5no-n error arti(le is &ublis+edF user
(an not (an(el t+e 4no-n error
*ote: "f user tr& to c+ange t+e respecti!e (nown error fields 3Root cause details0 Failed
component0 Failed er!ice555etc4 in Problem management record0 (nown )rror status c+ange to
$Draft'
T#e 7e4o% 34o%c#!rt %"44 6"$e 7etter "de! o3 st!tus tr!ns"t"on "n /no%n Error.
= Standard C+artered Ban4
$9
SCB ITIL Problem Management User Guide Ver 2.0
/no%n Error St!tus Tr!ns"t"on %#"4e Pu74"s#"n6
= Standard C+artered Ban4
$6
SCB ITIL Problem Management User Guide Ver 2.0
/no%n Error St!tus Tr!ns"t"on %#"4e Ret"r"n6
..*. Em!"4 Not"3"c!t"ons to Users
T+ere are *e- noti*i(ations -+i(+ get triggeredF based on t+e (onditions as mentioned belo-:
..*.1. /no%n Error Not"3"c!t"ons (or Pu74"s#
Not"3"c!t"on 1<
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF Grou& Leader ?Grou& Leader o* I-ner Grou&@ -ill
get noti*ied i* t+e 5no-n 8rror is (reated. ,n email -ill be send automati(all2 to t+e Grou& Leader
-it+ atta(+ment. T+is atta(+ment (ontains s+ort(ut to 5no-n 8rror ,&&ro.al Console.
Not"3"c!t"on Mess!6e<
Subject' 9nown Error 9E97///////8:0 for "our #ppro!#l
+e#r SirM#d#m;
The 9nown Error 9E97////////8:0 cre#ted b" +EMO USER needs "our
#ppro!#l%
)t is reg#rding <=Summ#r" det#il>?
Ple#se re!iew #nd #ppro!ere@ect where #ppropri#te%
This link will bring you to the system for update
Act"on to 7e &er3ormed< , s+ort(ut *or t+e 5no-n 8rror ,&&ro.al (onsole *orm is &ro.ided as an
atta(+ment in t+e email. Grou& Leader need to double (li(4 on t+e atta(+ment to o&en t+e
,&&ro.al (onsole in t+e User tool. Grou& Leader +as to &ro.ide +isH+er User I) and &ass-ord to
login into t+e s2stem. ,*ter aut+enti(ation s2stem -ill allo- Grou& Leader to login into t+e s2stem.
5no-n 8rror a&&ro.al (onsole is dis&la2ed -+ere Ti(4ets assigned to t+e Logged in user ?Grou&
Lead@ are dis&la2ed in t+e table.
= Standard C+artered Ban4
$$
SCB ITIL Problem Management User Guide Ver 2.0
Not"3"c!t"on 2<
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF ITSC Ser.i(e des4 ?ITSC user -it+ 5MS,C
tier"X,dmin &ermission@ -ill get noti*ied -ee4l2 *or 4no-n error re>uest -+i(+ are a&&ro.ed b2
Grou& lead. ,n email -ill be send automati(all2 to t+e ITSC Ser.i(e )es4 -it+ atta(+ment. T+is
atta(+ment (ontains s+ort(ut to ITSC 5no-n 8rror ,&&ro.al Console.
Not"3"c!t"on Mess!6e<
Subject' 9nown Error 9E97///////8:0 for "our publishing
)ear SirHMadamF
Follo-ing are t+e 4no-n errorsH-or4arounds e/tra(ted as at Ws2stem date
timeA &ending *or 2our a&&ro.al on (larit2 and understanding be*ore
&ublis+ing
9ECA////////:41 9ECA////////:40 9ECA////////:48
9ECA////////:41 9ECA////////:40 9ECA////////:48

Ple#se re!iew #nd #ppro!edre@ect where #ppropri#te%
This link will bring you to the system for update
Act"on to 7e &er3ormed< , s+ort(ut *or t+e 5no-n 8rror ,&&ro.al (onsole *orm is &ro.ided as an
atta(+ment in t+e email. ITSC Ser.i(e des4 &erson need to double (li(4 on t+e atta(+ment to
o&en t+e ,&&ro.al (onsole in t+e User tool. ITSC Ser.i(e des4 &erson +as to &ro.ide +isH+er User
I) and &ass-ord to login into t+e s2stem. ITSC 5no-n 8rror a&&ro.al (onsole is dis&la2ed -+ere
Ti(4ets assigned to t+e Logged in user ?ITSC Ser.i(e des4 &erson@ are dis&la2ed in t+e table.
Not"3"c!t"on +<
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF o-ner -ill get noti*ied i* t+e Grou& Leader a&&ro.es
t+e 5no-n 8rror re>uest. ,n email -ill be send automati(all2 to t+e o-ner.
Not"3"c!t"on Mess!6e<
Subject' 9nown Error 9E97///////8:0 is #ppro!ed
+e#r SirM#d#m;
The 9nown Error 9E97////////8:0 cre#ted b" +EMO USER h#s been
#ppro!ed b" "our group le#der%
)t is reg#rding <=Summ#r" det#il>?
Please do not reply to this email as it is system generated
Not"3"c!t"on -<
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF o-ner -ill get noti*ied i* t+e Grou&
Leader re'e(ts t+e 5no-n 8rror re>uest. ,n email -ill be send automati(all2 to t+e o-ner.
Not"3"c!t"on Mess!6e<
= Standard C+artered Ban4
$<
SCB ITIL Problem Management User Guide Ver 2.0
Subject' 9nown Error 9E97///////8:0 is re@ected
+e#r SirM#d#m;
The 9nown Error 9E97////////8:0 cre#ted b" +EMO USER h#s been
re@ected b" "our group le#der% Ple#se chec$ <Re@ection re#son? in s"stem
for further #ction%
)t is reg#rding =Summ#r" det#il>
This link will bring you to the system for updates.
Not"3"c!t"on .<
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF I-ner and Grou& Leader -ill get
noti*ied i* t+e ITSC S) a&&ro.es t+e 5no-n 8rror re>uest. ,n email -ill be send automati(all2 to
t+e I-ner and Grou& Leader.
Not"3"c!t"on Mess!6e<
Subject' 9nown Error 9E97///////8:0 is published
+e#r SirM#d#m;
The 9nown Error 9E97////////8:0 cre#ted b" +EMO USER h#s been
published%
)t is reg#rding <=Summ#r" det#il>?
Please do not reply to this email as it is system generated
Not"3"c!t"on 1<
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF I-ner and Grou& Leader -ill get
noti*ied i* t+e ITSC S) re'e(ts t+e 5no-n 8rror re>uest *or &ubli(ation. ,n email -ill be send
automati(all2 to t+e I-ner and Grou& Leader.
Not"3"c!t"on Mess!6e<
Subject' 9nown Error 9E97///////8:0 is re@ected for public#tion
+e#r SirM#d#m;
The 9nown Error 9E97////////8:0 cre#ted b" +EMO USER h#s been
re@ected b" for public#tion% Ple#se chec$ <Re@ection re#son? in s"stem for
further #ction%
)t is reg#rding <=Summ#r" det#il>?
This link will bring you to the system for updates.
..*.2. /no%n Error Not"3"c!t"on 3or Ret"rement
= Standard C+artered Ban4
$1
SCB ITIL Problem Management User Guide Ver 2.0
Not"3"c!t"on *<
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF 5no-n 8rror I-ner -ill get noti*ied i* a Problem
is (losed. ,n email -ill be send automati(all2 to t+e I-ner grou& -it+ lin4 to 5M! *or retirement
o* arti(le.
Not"3"c!t"on Mess!6e<
Subject' 9nown Error 9E97///////8:0 is re#d" to be retired
+e#r SirM#d#m;
The 9nown Error 9E97////////8:0 cre#ted b" BYC h#d perm#nent
solution pro!ided on =)mplement#tion +#te> #nd the 9MR #rticle =#rticle
number> c#n be retired so #s to $eep se#rch sp#ce le#n for 9MR%
)t is reg#rding =Summ#r" det#il>
This link will bring you to the system for updates.
Act"on to 7e &er3ormed< , s+ort(ut *or t+e 5no-n 8rror ,&&ro.al (onsole *orm is &ro.ided as an
atta(+ment in t+e email. ITSC Ser.i(e des4 &erson need to double (li(4 on t+e atta(+ment to
o&en t+e ,&&ro.al (onsole in t+e User tool. ITSC Ser.i(e des4 &erson +as to &ro.ide +isH+er User
I) and &ass-ord to login into t+e s2stem. ITSC 5no-n 8rror a&&ro.al (onsole is dis&la2ed -+ere
Ti(4ets assigned to t+e Logged in user ?ITSC Ser.i(e des4 &erson@ are dis&la2ed in t+e table.
..*.+. /no%n Error Not"3"c!t"on 3or )!nce4
Not"3"c!t"on C<
Not"3"c!t"on E$ent< In t+is noti*i(ation e.entF Grou& Leader -ill get noti*ied ?I* 5no-n 8rror
re>uest is &ending *or a&&ro.al -it+ Grou& Lead@ i* t+e I-ner (an(els ?StatusRKCan(elledK@ t+e
5no-n 8rror re>uest. ,n email -ill be send automati(all2 to t+e Grou& Leader.
Not"3"c!t"on Mess!6e<
Note< I-ner (an (an(el t+e 5no-n 8rror re>uest onl2 be*ore it is &ublis+ed in 5MS.
Subject' 9nown Error 9E97///////8:0 c#ncelled b" cre#tor
+e#r SirM#d#m;
The 9nown Error 9E97////////8:0 cre#ted b" +EMO USER for "our
#ppro!#l h#s been c#ncelled% Ple#se ignore e#rlier reDuest for #ppro!#l%
Sorr" for #n" incon!enience%
)t is reg#rding =Summ#r" det#il>
Please do not reply to this email as it is system generated
Not"3"c!t"on D<
Not"3"c!t"on E$ent< In t+is noti*i(ation e.ent ITSC Ser.i(e )es4 and Grou& Leader ?I* 5no-n
8rror re>uest is &ending *or a&&ro.al -it+ ITSC Ser.i(e )es4@ -ill get noti*ied i* t+e I-ner
= Standard C+artered Ban4
<0
SCB ITIL Problem Management User Guide Ver 2.0
(an(els ?StatusRKCan(elledK@ t+e 5no-n 8rror re>uest. ,n email -ill be send automati(all2 to t+e
ITSC Ser.i(e )es4 and CC to I-ner.
Not"3"c!t"on Mess!6e<
Subject' 9nown Error 9E97///////8:0 c#ncelled b" cre#tor
+e#r SirM#d#m;
The 9nown Error 9E97////////8:0 cre#ted b" +EMO USER for "our
public#tion h#s been c#ncelled% Ple#se ignore e#rlier reDuest for
public#tion% Sorr" for #n" incon!enience%
)t is reg#rding =Summ#r" det#il>
Please do not reply to this email as it is system generated
Note< I-ner (an (an(el t+e 5no-n 8rror re>uest onl2 be*ore it is &ublis+ed in 5MS.
= Standard C+artered Ban4
<"