Difficulty: novice
Content
Learning Objectives
After reading this article, you’ll be able to:
Know what problem trees are
Create/edit problem types
What is a problem tree (= problem type scheme)?
The problem tree can be found in the navigationmenu under Request > Problem type schemes. It is possible that you find more than one problem type scheme here. By default the problem type scheme with the name problemtree is applicable. To navigate to the problem types click on the magnifying glass left from problem tree. This will open the problem tree used within the current environment.
Problem types explained
Within a problem tree, problem types are specified. Examples of problem types are Facility requests, IT requests etc. These problem types are initially imported using the problem tree import as described in the in the Request SBR (see Standard requests SBR).
The problem types should be imported hierarchically, as shown in the screenshot in the previous chapter. When doing do you will have a parent problem type with sub problem types. When selecting the problem type in requests this will be taken into account.
Note: the main problem type (highest hierarchical level) is also referred to as the ‘Solution group’.
General problem type settings
The GENERAL settings of problem types are simple. They can have a parent problem type (creating the hierarchy), and a name/reference often chosen by the customer:
Aside from some general settings here we also decide the treatment group the request will be assigned to. More on treatment groups in the Standard requests SBR. This allows requests to be assigned to people within the treatment group of the problemtype only.
The Request type decides what kind of request is submitted Information/Wish etc. The priority decided the SLA time for requests.
Concerns
The settings ‘Area category’ and ‘Asset category’ act as a filter. When for example the area category is set on the problem type, users are only allowed to select areas of that category in the request.
Asset, Area and property settings
Within problem types we can decide how to use property’s, area’s, or assets. Each of these settings have the following options:
Show
Hide
Required
For example for ‘Property’ this setting will determine if the property field on the request is hidden, shown, or required (so mandatory).
Hoven over the other settings to read what they do.
Work orders
Work orders can be created automatically for specific problem types by setting “auto create workorder” to yes. For these workorders we can select a standard treatment groups and a role. Roles are created by the clients and are used as a lable (e.g. “Cleaning” or “Maintenance”). Roles can be created in the navigationMenu under Requests - Roles. The role will determine if a preferred supplier is linked and will submit the request to them. More on preferred suppliers in Preferred suppliers.
We have not explained all settings in detail in this article. Hover over the settings to get a detailed instruction.
Adding problem types
Adding a new problem type
To add a new problem type:
Navigate to Request > Problem type schemes
Click on the magnifying glass in front of the problem type scheme with the name ‘problemtype’
Click ‘New', and fill in the fields.
Note: if this is a sub problem type, don't forget to fill in the ‘Parent’ field !
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