Provides a path for a problem identifier with a way to generate a problem ticket and ensure that problem is reviewed and resolved.

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All Employees

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All employees of centrexIT. Quality Manager owns the Problem process.

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1. Problem - An identified issue that needs review.
2. CAPA - Corrective Actions and Proventative Actions
3. CI or Configuration Item - An identifiable object in the Configuration Management Database (CMDB), including Servers, Circuits, Network Equipement, Workstations, Services, Software, etc.
4. RCA - Root Cause Analysis - The full explanation and indicated root cause of a problem, outage, incident, etc.

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1. Problem Identified and creation of a problem ticket.

• Everyone in the company is responsible to create a problem ticket for any problem they see or encounter which needs to be reviewed. This can include errors in documentation, processes or procedures, or re-occuring breakdowns in configuration items.

• Problem tickets are to be used for the following events.

    1. A significant error that has been identified in any documentation that cannot be easily fixed on the spot.  For example, a breakdown in a process or procudure, work instruction, or other KB article.
    2. An Identified error in a CI's documentation where the correct information is not readily correctable.
    3. Any other Issue which needs a second set of eyes to review and the indentifing person is unsure where to bring the concern.

• Note: If the identifier can easily correct or provide the correct information for the problem identifired in a process, procedure, KB, etc, then they are to fix it or contact the owner of the information directly rather than create a problem ticket.

• To create a problem ticket, open Halo, browse to Workspaces, then ticket lists, then Problems.

• Click the + icon on the upper right once in the problem ticket list and move to step 2.

2. Problem Information Details

• The problem Identifier from step 1 is responsible to complete this step.

• Once you are in the Problem ticket, make sure to fill out the following details:

• Company: The company for the identified problem, for a centrexIT process or procedure or KB, use centrexIT, for client KB or client CI, use centrexIT. If you are unsure, use centrexIT.

• Requested By: The problem Identifier (YOU, ther person filling out the initial ticket)

• Requested For: If someone asked you to fill out the ticket, or yourself if you are the initial identifier.

• Title: A very brief summary of the problem

• Description: A detailed summary of the problem, any known relevant details including related tickets, an initial RCA (if known), and any identified Workarounds or possible solutions (if known)

• Assigned group: The department that owns the process, procedure, KB, etc. For client items use vITM and vCIO. If unsure, leave blank.

• Assigned User: The owner of the idenified item needing review, for client items use the client vITM, for KBs, use the KB owner, for cIT items without an owner or if unsure who to assign, assign to Senior IT Manager (Mike Hicks).

• Category: Select Proactive problem if you are trying to prevent a problem from occuring, if a problem has already occured then select reactive problem.

• Save and close the problem ticket. As a courtesy, send a message or email to the assigned user to let them know about the new problem ticket.

3. Problem Ticket Initial Review and assessment

• The Assigned User from step 2 will then complete a reivew of the problem ticket and an assessment of the problem and follow the steps below.

• Open the ticket and set the ticket to “initial review” status. Problem tickets should not sit in “New” status for more than 7 days.

• Proceed with a review of the tickets contents and information and collect any additional needed data to complete the initial assement.

• The Initial Assessment should be completed in less than 14 days.

• Once initial assessment is complete, move the ticket to the appropriate status below and follow the steps indicated for that problem type (NOTE: All security incidents need to be moved to a “CAPA in progress” problem status):

• Known Error - This is a problem which requires a third party to resovle outside of centrexIT control. For example a software bug that is in need of a patch that has not yet been released. Move to step 4.

• Documentation Request - This is an error in a KB, or CI that needs simple revisions; or if the KB or CI is missing and needs to be added or created. Move to step 5.

• Non-CAPA Initiative - This is a problem that requires a single person to do something or a known project to complete. For example, a problem that is caused by faulty equipment that simply needs replacement can be moved to this status. Move to step 6.

• CAPA in Progress - This is a true problem that requires the full CAPA process. Move to step 7.

• If the Assigned User is not the correct owner of the problem ticket after the initial review, move the problem ticket to the correct assigned user and complete a warm handoff transfer of ownership to the new Assignee.

• Should the Problem ticket not fall into any of the types above but still need to be worked, discuss options with the Quality Manager as to the best way to move forward.

• Should the problem not warrant further investigation, move the status to non-capa initiative, notify the requestor as to the reasons this ticket requires no further actions and ensure they agree, then set the PRB ticket to closed.

4. Known Error Problem

• The Assigned User from step 3 or the updated assigned user will then complete the steps in Known Error Problem Work Instructions, KB00032928.

5. Documentation Request Problem

• The Assigned User from step 3 or the updated assigned user will then complete the steps in Documentation Request Problem Work Instruction, KB00032934.

6. Non-CAPA Initiative Problem

• The Assigned User from step 3 or the updated assigned user will then complete the steps in Non-CAPA Initiative Problem Work Instruction, KB00032946.

7. CAPA in progress Problem

• The Assigned User from step 3 or the updated assigned user will then complete the steps in CAPA Process Work Instruction, KB00032980

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1. A closed problem ticket with all identified problems fully resolved.

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• KB00032928.

• KB00032934.

• KB00032946.

• KB00032980

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1. Link to process map - Problem Management MAP