Problem management with ServiceDesk Plus Cloud

Summary

This video tutorial showcases the problem module in Managed Engine Services Plus, a cloud-based helpdesk solution. It demonstrates how to create problems, either directly or by converting requests, and includes specifying details like the reporter, affected services, and problem resolution time. The video also covers adding known errors, tasks, workarounds, and solutions, as well as setting reminders and notifications. It highlights associating incidents with problems and generating custom reports, providing a comprehensive guide to effective problem management.

Takeaways

• 🔧 The video introduces the 'Problems' module in Managed Engine Services Plus, a cloud-based helpdesk solution.
• 📝 Problems can be created directly in the module or converted from existing requests.
• 👤 Users can specify the name of the reporter, details, and time frame for problem resolution when creating a new problem.
• 📁 Attachments can be added to a problem with a file size limit of 10 MB per attachment.
• 🔍 The 'Known Error' option allows technicians to identify if a problem is a known error and provide relevant analysis.
• 📋 Technicians can add tasks, workarounds, and solutions to problems, with solutions potentially being added to the knowledge base.
• ⏰ Reminders and work log entries can be set for problems, with the ability to track time and cost spent on resolution.
• 🔔 Notifications can be configured for various problem-related events, such as when a problem is assigned or a request is associated with it.
• 🔗 Incidents can be associated with problems, allowing for a comprehensive view of related issues.
• 📊 The application supports generating both predefined and custom reports for the problems module, with options to schedule these reports.
• 📊 Dashboards are available for problem management, providing an overview of problem-related data and metrics.

Q & A

What is the primary focus of the video?

The video focuses on the 'Problems' module in the Service Desk Plus application, which is a cloud-based helpdesk solution.

How can you create a problem in Service Desk Plus?

You can create a problem by either going directly to the 'Problems' tab and clicking 'New Problem' or by converting an existing request into a problem.

What information is required when creating a new problem?

When creating a new problem, you need to specify the name of the user who reported the problem, the details required for the problem, the time within which the problem should be completed, affected services, and involved assets.

What is the maximum file size limit for attachments in a problem?

The maximum file size limit for each attachment in a problem is 10 MB.

How can a technician specify if a problem is a known error?

A technician can specify if a problem is a known error by using the 'Known Error' option and providing details such as impact, root cause, and symptoms in the 'Analysis' tab.

What additional information can be added to a problem?

Technicians can add tasks, specify workarounds or solutions, set reminders, add work log entries, and associate incidents to a problem.

How can a solution to a problem be added to the knowledge base?

A solution to a problem can be directly added to the knowledge base from the 'Tasks' tab.

What notifications can be set up for problems in the application?

Notifications can be set up for various events such as when a problem is assigned to a technician, or when a request is associated with a problem.

How can a request be converted to a problem in Service Desk Plus?

A request can be converted to a problem by going to the 'Request' module, clicking on the subject of the request, and then clicking 'New' next to 'Associated Problem' to specify the problem details.

What reporting features are available for the problems module?

The application offers predefined reports for the problems module, and users can also create custom reports by selecting the required columns and scheduling them.

How can users access dashboards for problem management in Service Desk Plus?

Users can access problem management dashboards by going to the 'Home' page, clicking the 'Dashboard' button, and selecting 'Problem' to change the dashboard view.

Outlines

00:00

🛠️ Problem Module in Service Desk Plus

This video provides an in-depth look at the Problem module in Managed Engine Services Plus, a cloud-based helpdesk solution. It explains how to create problems in the Service Desk Plus application, either directly through the problem module or by converting an existing request. The process involves specifying details such as the name of the user reporting the problem, the problem's details, completion time, affected services, and involved assets. It also covers the ability to attach files (up to 10 MB per attachment), set known error statuses, add analysis details, tasks, workarounds, and solutions. The video further discusses adding work log entries, setting reminders, sending notifications, associating incidents, and customizing notification rules. It concludes with generating reports and utilizing dashboards for problem management.

Keywords

💡Managed Engine Services Plus

Managed Engine Services Plus is a cloud-based helpdesk solution designed to streamline IT service management. In the context of the video, it is the platform on which the problems module is being demonstrated. The video aims to educate users on how to utilize this module for efficient problem management within their IT service operations.

💡Problems Module

The Problems Module is a component of the Managed Engine Services Plus application that allows users to manage and track issues or problems within their IT infrastructure. It is central to the video's theme, as the tutorial focuses on how to create, analyze, and resolve problems using this module, showcasing its features and functionalities.

💡Requester

A requester in the context of the video refers to the individual who reports a problem or submits a request for service within the helpdesk system. The script mentions specifying the name of the user who reported the problem, indicating that the system tracks and associates problems with the individuals who report them.

💡Known Error

Known Error is a term used in the video to describe a problem that has been previously identified and documented. The script explains that technicians can use the Known Error option to indicate whether a problem is a known issue, which can help in faster problem resolution by referencing existing solutions.

💡Analysis Tab

The Analysis Tab is a feature within the Problems Module where technicians can provide detailed information about a problem, such as its impact, route cost, and symptoms. This tab is crucial for diagnosing the problem and planning the resolution strategy, as highlighted in the video script.

💡Tasks

Tasks in the video refer to the actions or steps that need to be taken to resolve a problem. The script mentions adding tasks to a problem, which is a way to break down the resolution process into manageable parts and assign responsibilities within the IT service team.

💡Workaround

A workaround in the context of the video is a temporary solution offered for a problem until a more permanent fix can be implemented. The script explains that technicians can specify a workaround for a problem, which can be added to the knowledge base for future reference.

💡Work Log

The Work Log is a record of the time and effort spent on resolving a problem. The video script describes how technicians can enter work log entries, specifying the hours taken to resolve a problem, which then automatically calculates the time and cost associated with the resolution.

💡Notifications

Notifications in the video refer to the alerts or messages sent to users or technicians regarding the status of a problem. The script explains how notifications can be set up for various events, such as when a problem is assigned or when a request is associated with a problem, to keep all parties informed.

💡Incidents

Incidents in the video are individual events or occurrences that may be related to a broader problem. The script describes how technicians can associate incidents to a problem, which helps in understanding the scope and impact of the problem by linking it to specific incidents.

💡Reports

Reports in the context of the video are documents generated from the data within the Problems Module to provide insights and summaries of problem management activities. The script mentions predefined and custom reports, which allow users to analyze problem data and track performance metrics.

Highlights

Introduction to Managed Engine Services Plus, a cloud-based helpdesk solution.

Exploration of the Problems module in Service Desk Plus application.

Multiple ways to create problems, including direct creation and conversion from requests.

Step-by-step guide on how to create a new problem.

Specification of user details and problem completion time.

Identification of affected services and involved assets.

Adding a title, description, and attachments to a problem.

Overview of problem details and associated tasks.

Use of the known error option to categorize problems.

Analysis tab for specifying impact, route cost, and symptoms.

Adding tasks to a problem and specifying workarounds or solutions.

Direct addition of problem solutions to the knowledge base.

Setting reminders and adding work log entries for problem resolution.

Calculating secure time and cost, and adding work clocks to problems.

Sending notifications and viewing problem history.

Associating incidents to problems for better management.

Customization of notification rules for problem assignments and associations.

Conversion of requests to problems for streamlined issue handling.

Generating and scheduling reports for problem management.

Availability of dashboards for monitoring problem management.

Transcripts

hello and welcome to another video for

managed engine services plus the

cloud-based helpdesk solution today we

will be taking a look at the problems

module in the Service Desk plus

application you will be able to create

problems in multiple ways one is by

going directly to the problem module and

creating the problem or you can convert

an existing request to a problem in the

application let's take a look

click the problems tab and click on the

new problem button to create a problem

specify the name of the user who

reported the problem or you can choose

from the requester list specify are the

details that are required for the

problem and also specify the time within

which the problem should be completed

you can specify what other services that

are getting affected and the assets that

are involved with this particular

problem specify a title and a

description from the problem and you can

also attach files with the size limit of

10 MB per attachment once you click Save

this is how your problem will look like

you get quick details of the problem and

on the right hand side you get the

details like whether the problem is a

known error what are the tasks that are

associated in it as Dubai and so on

using the known error option the

technician can specify whether the

problem is a known error or not a

technician can go to the analysis tab

and specify the details such as the

impact the route cost and the symptoms

for the particular problem he can add

those details either as a text or he can

simply attach it as a file you can also

add tasks to a problem from the tasks

tab just like how we do for the request

and technician can also specify a

workaround for a problem or a solution

this solution can be directly added to

the knowledge base as well technicians

can also set reminders and add work log

entries for problem while entering a

work log entry technician can simply

specify how many hours they took to

resolve a problem which will

automatically calculate take secure time

specify the cost and you can add a work

clock to the problem you can also send

out notifications and view the

notifications over here and you can also

get a history on what has happened on

this particular problem

technicians can also associate incidents

to a problem

clicking on the attach button and choose

the incidents that are associated with

this particular problem technicians can

associate multiple incidents to problems

in the application you can also set up

notifications for problem in the

application by going to set up and under

automation you got the notification

rules click the problem tab and you will

be able to set up notification like

allowed the technician by email on a

problem was assigned to him or when a

request is associated to the problem and

so on all these notification templates

are customizable as per your preference

as I said earlier you will be able to

convert requests to problems as well you

can do that by going to the request

module click on a subject of the request

and click associated problem click new

next to the associated problem specify

the details for this particular problem

and you will be able to convert this

request to a problem in the application

once an incident is converted to a

problem you can click on the title to

get a quick view on the problem and you

can also pop it out to view the complete

problem details in the application you

can also generate reports for problems

as well in the application go to reports

and you have your predefined reports

over here and also you can create custom

reports as well for the problems module

choose the columns that are required and

you will be able to generate your own

report in the application this report

can also be scheduled just like how we

did for the request module in the

application similarly you also have

dashboards available for the problem

management as well go to home click the

dashboard button choose the problem in

the change dashboard