PCCSDP04

Creating a Problem Ticket Page 1 of 2

Implemented: 09/01/03 Last Updated: 03/27/07
Next Review: 07/15/07 Updated By: Yvonne White
Internal Yes Last Reviewed: 03/27/07
Procedure:
(PM use only) Last Reviewed Yvonne White
By:
Procedure User: POM-CC Production Operations Management Command Center
Analysts
Doc Owner: Yvonne White
Outside Workgroups that require n/a
signoff:

Description A Problem ticket will be created to find root cause and implement correct
action to permanently fix an issue found by Production Control.
Tools and Reference Service Desk Access
Materials
Entrance Criteria A Problem Ticket will be created when:
a. A negative trend has been identified by Production Control and the root
cause is unknown.
b. An Incident was bypassed/resolved, but the true root cause was not
identified.
AND
If the issue occurs again, it could create a high priority issue.
c. Repetitive Incidents are occurring and a Problem ticket is opened to track
the issue and document the findings.
Exit Criteria A valid Problem Ticket will have been created.

Procedure
Use the step-action table to document the detailed procedure steps for how to do the task. Use the
right column to document SLAs, expected results of that step, or other requirements. Document
any validation steps relating to other processes or procedures. If the right column is not needed,
delete it.
Step Action
1 In Service Desk, open a new Problem Ticket.
a. Select the correct Origin code.
b. Enter a brief description in the Description field.
c. Enter the appropriate Impact (probably Low).
d. Enter a full description of the issue in the Information field. Be specific so that individuals
working the ticket can understand the issue.
e. Document, as fully as possible, any recommendations. If possible, identify who (Group
name and a person’s name) may be responsible for working the problem.
f. Under the Relations and Work Orders tab connect all of the related Incident or Service Call
tickets.
g. Assign the ticket to a POM-CC Problem Analyst. This will ensure that a POM-CC problem
analyst will manage the ticket.
h. Save and close the ticket to complete the process
 PCCSDP04
Creating a Problem Ticket Page 2 of 2
Implemented: 09/01/03 Last Updated: 03/27/07
Next Review: 07/15/07 Updated By: Yvonne White
Internal Yes Last Reviewed: 03/27/07
Procedure:
(PM use only) Last Reviewed Yvonne White
By:
Procedure User: POM-CC Production Operations Management Command Center
Analysts
Doc Owner: Yvonne White
Outside Workgroups that require n/a
signoff:

Exception
Management and
Troubleshooting