Problems in HEAT

UIS problem process

1. A problem is identified either via the Master or Major Incident or via a pattern of reoccurring incidents that have been noticed.
2. The problem is logged in HEAT.
3. When the problem is logged the Problem Management team is notified and the 'duty Manager' reviews the details.
4. A task is created in HEAT for the Service Owner to start Root Cause Analysis.
5. The Problem Manager sets regular progress update meetings with the Service Owner and creates additional Tasks for other Service Owners if required. The Problem Manager also brings them into the progress meetings.
6. Once Root Cause Analysis is complete the problem is now a known error.
7. A workaround or permanent solution is identified.
8. A permanent solution is likely to require a change request
9. A workaround needs to be regularly reviewed to confirm still appropriate or if a permanent solution can be found

Notifications are automatically sent to Problem Management Team members when a new problem is been logged

What to do if there is no owner team

1. Problem Manager team will review the problem and assign it to the appropriate service
2. Send task to Team Owner requesting Root Cause Analysis
3. Set status to 'Investigation'
4. Once analysis complete the 'Resolution' or 'Workaround' field as appropriate
5. If a permanent fix is identified, use the 'Change' to initiate a change request
6. Select 'Resolve via Workaround' or 'Resolve via Resolution' as appropriate
7. The problem may be resolved or listed as a known error if no resolution is possible

If you work within University Information Services (UIS), you can find out more about Problem Management on the UIS Intranet.

How to use tasks in HEAT

• Create a new problem manually
• Link an incident to an existing problem
• Remove an incident from an existing problem