Creating a Problem Ticket and Initiating Change Process (SOP)

Purpose

This SOP provides IT agents with a structured approach to create a problem ticket, attach related incidents, and initiate a change process for problem incident management requests. This ensures that recurring issues are tracked and resolved efficiently.

Scope

This document applies to all IT agents involved in problem management and change management processes within the organization.

Procedure

1. Identifying the Need for a Problem Ticket

• A problem ticket should be created when:
  • Multiple incidents are reported that appear to be related to the same underlying issue.
  • An incident has been identified as a recurring issue that requires further investigation.
  • There is a need to analyze the root cause of an incident to prevent future occurrences.

2. Creating a Problem Ticket

• Access the Problem Management System:
  • Log in to the ITSM tool (e.g., Zendesk) and navigate to the problem management section.
• Initiate a New Problem Ticket:
  • Click on the option to create a new problem ticket.
  • Fill in the required fields, including:
    • Title: Provide a clear and concise title that summarizes the issue (e.g., "Gmail Outage - Recurring Issue").
    • Description: Include a detailed description of the problem, including:
      • Symptoms observed.
      • Impact on users and business operations.
      • Any relevant timelines or patterns observed.
    • Priority Level: Assign an appropriate priority level based on the impact and urgency of the issue.

3. Attaching Related Incidents

• Link Incidents to the Problem Ticket & Assign to Network team:
  • Identify all related incident tickets that have been reported by users regarding the same issue.
  • Use the incident management system to search for and select the relevant incident tickets.
  • Attach or link these incidents to the newly created problem ticket. This can usually be done by:
    • Selecting the option to "Link Incidents" or "Attach Incidents."
    • Searching for the incident ticket numbers or titles and confirming the selection.

4. Initiating a Change Process

• Determine the Need for a Change:
  • Assess whether a change is required to resolve the problem. This may include software updates, configuration changes, or infrastructure modifications.
• Create a Change Request:
  • Navigate to the change management section of the ITSM tool.
  • Click on the option to create a new change request.
  • Fill in the required fields, including:
    • Title: Provide a clear title for the change request (e.g., "Change Request for Gmail Server Fix").
    • Description: Include a detailed description of the change, including:
      • Purpose of the change.
      • Steps to be taken to implement the change.
      • Expected impact on users and systems.
    • Change Type: Specify the type of change (e.g., standard, emergency, or normal).
    • Risk Assessment: Conduct a risk assessment and document any potential risks associated with the change.
• Link the Change Request to the Problem Ticket:
  • Ensure that the change request is linked to the corresponding problem ticket for tracking purposes. This can usually be done by:
    • Selecting the option to "Link Change Request" or "Attach Change Request."
    • Searching for the problem ticket number or title and confirming the selection.

5. Documentation and Communication

• Document All Actions:
  • Ensure that all actions taken, including the creation of the problem ticket, linking of incidents, and initiation of the change request, are documented in the ITSM tool.
  • Include any relevant notes or comments that may assist in the resolution process.
• Communicate with Stakeholders:
  • Inform relevant stakeholders (e.g., management, affected users) about the creation of the problem ticket and the initiation of the change process.
  • Provide updates as necessary throughout the resolution process.

6. Follow-Up and Resolution

• Monitor the progress of the problem ticket and change request.
• Once the change has been implemented, verify that the problem has been resolved and that related incidents are closed.
• Document the resolution steps taken and any lessons learned for future reference.