2.8 Creating measures for the Item [problem management]

Create measures after investigating the fundamental cause of the incident "an abnormal end of an application in the business system". In addition, add the measures to the work status of the Item and ask the problem management administrator to check the measures.

Prerequisites

The user who performs this operation is the person in charge of problem management.

Procedure

1. Create measures for the fundamental cause of the incident.

   In this example, go to the next step on the assumption that measures for the incident "an abnormal termination of an application in the business system" were created.

2. In the main window or the email, click <URL of item> to display the Item "an abnormal termination of an application in the business system".

3. From the menu, select Action - Edit item.

   The Edit item window appears.

4. Edit the information about the Item.

   

   Refer to the examples in the following table when editing or setting information.

   Item	Configuration information to be edited or selected
   Person in charge	User name "Mary Miller"
   Status	Discussing
   Work status	Enter information such as the following: You finished the investigation the fundamental cause of the Item. You created measures for the fundamental cause and added them to the work status. You ask the problem management administrator to check whether there is no problem with the measures.
   Workaround	If similar Items exist among the Items that previously occurred, enter a workaround based on the workaround for the similar Item.
   Fundamental cause	Enter the fundamental cause that was identified as a result of investigating the Item.
   Solution	Enter the permanent solution for the fundamental cause.

5. From the menu, select Register.

   The edited information of the Item that was selected in the main window (for the list of Items) is applied.

6. Ask the problem management administrator to check the measures for an Item.

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