How to improve your IT support workflow
Get to the bottom of things with this free problem management template
Problem management is the process of identifying and managing the causes of incidents on an IT service. It is a core component of ITSM frameworks. Using a template can ensure consistency in process and make sure your teams are capturing the right information about a problem every time.
Below are the custom fields available for a problem ticket in Jira Service Management, along with a short description of how they’re used. Feel free to copy and adapt this template for your own problem management. Or if you want this ready to go in one solution, give Jira Service Management a try for free.
Field | Description |
|---|---|
| Reporter | Description The person who submitted the request. |
| Assignee | Description The team member assigned to work on the request. |
| Priority | Description The importance of the request's resolution, usually in regards to your business needs and goals. Sometimes, priority is calculated by impact and urgency. |
| Impact | Description The scope of the problem, usually in regards to service level agreements. |
| Urgency | Description The time available before the business feels the problem's impact. |
| Source | Description The asset or system where the problem originated. |
| Investigation reason | Description The trigger for prompting an investigation. For example, reoccurring incidents, non-routine incidents, or other. |
| Root cause | Description The original cause of the incidents related to the problem. |
| Summary | Description The detailed description of a temporary, known solution to restore a service. We recommend documenting your workaround in your Jira Service Management knowledge base. |
| Component(s) | Description Segments of IT infrastructure that relate to the request. For example, Billing services or VPN server. These are used for labeling, categorization, and reporting. |
| Attachment | Description Files or images added to the request. |
| Summary | Description A short description of the request. |
| Description | Description A long, detailed description of the request. |
| Linked Issues | Description A list of other requests that affect or are effected by the request. If your business uses other Atlassian products, this list may include linked development issues. |
| Labels | Description A list of additional custom labels used for categorizing or querying records. |
| Request participants | Description A list of extra customers who take part in the request, for example, people from other teams, or vendors. Learn more about adding request participants. |
| Approvers | Description A list of people responsible for approving the request, usually business, financial or technical contacts. |
| Organizations | Description A list of customer groups interested in the request's resolution. Learn more about organizations in Jira Service Management. |
| Pending reason | Description A short description or code that indicates why the problem is not progressing. |
| Product categorization | Description A category of IT asset or system that the request effects. |
| Operational categorization | Description A category of action or function required to fulfill the request. |
Go deeper: Resources, plans, and tutorials
Templates and samples are helpful, but they’re only a small part of the bigger picture when it comes to problem management. The best service management teams build and refine a plan, combining the right tools with the right practices. Here are some more resources to help you build a problem management process:
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