Reporting problems

A problem consists of a condition identified based on one or more incidents with common symptoms, but with no known root cause. Through this menu, problems are reported so that they are controlled by the process associated with the type which classifies them, preventing their occurrence, eliminating repetitive incidents and reducing the impact of the incidents over the services through the identification of their root cause.

To view and track automatically reported problems, use the View

Problem or To-do tasks

Tracking" menu.

Access the following subsections for further details on how to create a problem:

The instances of a particular process may be started AUTOMATICALLY if:

▪During the modeling of the process (SE Process component), an event of the "timer start" type is configured. See more details about this event in the SE Process component documentation;

▪An e-mail import with the "Instantiate process" rule is set through the "Configuration E-mail import" menu.

▪It is important to note that the processes that have the "Disable manual start" option checked on their data screen will not be displayed in this menu.

▪The processes with life cycle automation (SE Incident), instance (SE Workflow) and approval (SE Document) will not be available for start through SE Problem. View specific documentation of SE Workflow, SE Incident and SE Document for further details on this operation.

▪Users with STAFF or BASIC licenses may report problems as long as they have the start instance control enabled in process security.