Assigning Problem Reports



Before a problem report can be closed, there are three tasks that must be performed; investigation, resolution, and verification. This step assigns these tasks to different team members. 

To assign these tasks:

  1. Select the problem report in the Problem List window.
  2. From the Edit menu select Assign
  3. The problem report data form will be displayed and the cursor will be positioned in the investigator field.
  4. Enter the name of the person that you want to investigate the problem. If you would like to choose from a list of names, press the key and a list of names will appear. Make your selection and tab to the next field.
  5. Enter the number of hours you estimate it will take to investigate the problem.
  6. Tab to the next field.
  7. Note that the resolution task was automatically assigned to the investigator. You can change this if you want.
  8. Tab to the next field.
  9. Enter the number of hours you estimate it will take to resolve the problem. This estimate can be refined later after the investigation step.
  10. Tab to the next field.
  11. Note that the verification task was automatically assigned to the problem report originator, automatic assignment may not occur, depending on the workflow configuration. You can change this if you want.
  12. Tab to the next field.
  13. Enter the number of hours you estimate it will take to verify the problem.
  14. Tab to the next field.
  15. You may change the priority of the problem report at this time if you want. When you are satisfied with all your entries, save them in the database using Save button.


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