Problem management and known errors
Log the cause behind repeated tickets, record a workaround as a known error, fix it, and resolve every linked ticket in one go.
A problem is the cause behind one or more tickets. Fixing tickets one at a time keeps the lights on; fixing the problem stops the tickets coming back. Open Ticketing → Problems.
Logging a problem
Click New problem, or Log problem on a ticket (that ticket is linked straight away). Give it a title, impact and urgency — Plenix works out the priority from the two — and optionally a client, an issue type and an owner.
Plenix also suggests problems. When several recent tickets share an issue type, the same device, or the same issue at the same client, the group appears under Possible problems on the Service Desk overview and in the Problems suggestions. Click Log problem on a suggestion to create the problem with those tickets linked. You set how many tickets and how many days count in Service Desk settings.
The life of a problem
| Status | Meaning |
|---|---|
| Logged | Recorded, not yet looked at |
| Investigating | Someone is finding the root cause |
| Known error | The cause is known and there is a workaround — you must record it first |
| Resolved | Fixed — you must record how it was fixed |
| Closed | Done |
Use the task list on a problem to split the investigation between people.
Known errors help the whole team
While a problem is a known error, every ticket with the same issue type (for that client, or for all clients when the problem has no client) shows the workaround in its side panel, so whoever picks it up can apply it straight away. Publish to knowledge base turns the problem's workaround or fix into a knowledge base article.
Resolving linked tickets
When you resolve or close a problem that still has open tickets, tick Resolve the open linked tickets with this resolution. Each one is resolved with a note saying which problem fixed it and how.
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