Problem management explained

Problem management aims to identify, analyze, and resolve the root causes of recurring issues to prevent future incidents. Here's how you can manage problems in Atomicwork.

Please note that problem management is available only in IT workspaces.

Create a new problem

You can create a new Problem as an agent through an incident or from the left navigation bar.

• Click on Create (on the left nav bar)** > Create a problem**

• Choose workspace name (only IT workspaces will be listed because problem management is available only in IT workspaces).

• Type out the subject and description.

• Choose the** agent, status, impact, urgency, category, subcategory,** and** impacted assets.** All default incident attributes are required to create a new problem. Admins can create new attributes for problems from** Settings > Workspace > Request attributes**.

To create a problem from an incident, you

• Click the ... button in an incident > Create problem. You can also link an incident to an existing problem by following the same steps. When a problem is created from an incident, the problem title and description get generated with AI.

Link incidents/changes to a problem

You can link an incident to a problem from within the problem or the incident itself.

• Click on ... button in an incident > Link to an existing problem.

• Alternatively, navigate to the problem > click the link icon >** select a request to link**

Here's how you can link a change

• Click on** ...** button**** in a change > Create a change

Fill out a problem assessment form

Working on problems effectively requires a structured approach to identify root causes, implement solutions, and prevent future issues. Configure problem assessment forms so that every problem has all the information needed to understand the workaround/solution.

The assessment form is common to all problems. Any changes here would also get applied to all problems with the workspace.

• Go to Settings > Workspace > General > Switch tab to Requests > Problem assessment form. Alternatively, you can click on the** ...** button > Assessment attributes that appears to the right when you click on the Fill assessment button in a problem.

Generate tasks using AI or add them manually

• Click on** +Add tasks** to add a task name, description, assignee and a due date for a task.

• You can also generate tasks using AI by click on Generate tasks. Atom will use the linked incidents, problem name and description to come up with a list of relevant tasks.

Collaborate on a problem

Collaborating on problems often requires diverse perspectives to quickly identify root causes and implement effective solutions. Here's how you can collaborate on a problem:

• Click the Comments tab in a problem's right pane.

• You can post private comments, add a message to the problem's documentation or even broadcast a fix/workaround to all linked incidents.

If you'd like stakeholders to stay abreast of all updates in a problem, you can add them as followers to a problem.

• Click the Follow button to add yourself as a follower. To add other agents, click the users icon next to add them as followers. They will receive notifications of all public updates to a problem.

Add a status for a problem

• Go to Settings > Workspace > Request attributes > Status

• You can add a new status for a problem by clicking an +Add button > entering a label > choosing the type > enabling/disabling SLA timer

• If you want to modify an existing status to be visible only in problems, you can click on the label/ request type against the status and modify it.

Problem notifications

Problem notifications are delivered by the AI Assistant in Microsoft Teams/Slack. Here's a list of all notifications your agents will receive:

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Agents

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When a problem is assigned

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When a task is assigned to them

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New message or a private comment addressed to them in a problem

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When a problem is resolved

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Requester

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When a problem is resolved, only if they're different from the assigned agent

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