Setting up Problem Management

[Andy Rosengard]

Recently, I set up Service Request Management project in the Jira Service Management Module. I am now looking to build a Problem Management module within the Project as well as Change and Incident Management. 

Can anyone assist me with how to set the Problem Management module up? The first problem came in yesterday and it was recommended we set up a project to manage the problem. I believe that's what the Problem Management module is intended to do. 

Appreciate any assistance. 

Regards

Andy 

[Heather Ronnebeck · Accepted solution]

Hi Andy, 

That is correct. The Problem Management module in your JSM project is designed to do just that. You may have to modify the workflow to make it work for your team, but out of the box that feature set in the project settings should give you what you need to tackle that first problem out of the gate. 

I hope this helps!

[Andy Rosengard]

Thank you all for your answers. This helps a lot. 

[trthomas]

Hello Andy, 

It's just a matter of setting up the Problem Management request type under your Project Settings.  Add it to the Customer Portal if anyone can submit a problem ticket.  

We have ours hidden from the customer portal, keeping it as an internal request type.  

I'm not sure how much research you've already done, so please forgive me if this is redundant.  problem management in Jira Service Management (atlassian.com) 

Let us know if you are having specific issues getting this set up.  We're happy to help.

[Martin Wickham]

Hi Andy,

I always think that it helps to have clear definitions in Service Management (and elsewhere!). In that context it helps to distinguish between Incidents, Requests and Problems.

Incidents are issues that result in partial or total loss of service. The objective of incident management is restoration of service in the shortest time. You don't necessarily have to fix the underlying problem and may use a workaround to restore service.

Request Management is the service whereby user requests are satisfied and usually have operational or service level agreements to measure their effectiveness.

Problem management often concerns itself with recurring incidents where a root cause analysis is required to determine the underlying cause. As such it is a process rather than a ticket although functionality in the ticketing system that helps identify and manage potential problems is helpful.  I think the article pointed out by @trthomas below is helpful in understanding how JSM can help support the problem management process but it does need to be a process with a process owner,

With all that in mind, I think it would be unusual to let a customer create a "problem" ticket unless there is no PM process and/or ticket review process. You might for example periodically review the top 10 incident types and if any of them are recurring incidents for which there may or may not be workarounds, they would become problem tickets.

Most of what I describe above is based on ITIL, a framework which was developed to define service management processes and terminology for IT service desks.