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Work on a problem

When working on a problem, you can take it for review, modify its data, and record the results. If a problem linked to requests is resolved, the responsible operators will receive a notification.  

Proceed to execution

To begin working on a problem, the assigned operator should:  

  1. Open the problem page and click the Proceed to Execution button on the bottom toolbar.
  2. In the window that opens, enter a comment and confirm the action.

The problem will then move to the Under review status.

Process a problem

While searching for a solution, the operator can assign tasks to other users from the problem page. For example, if the issue involves authentication in a new version of your application, a task should be assigned to developers.  

To create a task for a problem:  

  1. Open the problem page and click the + Task button in the Prevention Measures section.
  2. In the fields that appear for creating a task:
  • Enter the task name.  
  • Select an executor.  
  • Set a deadline for the task.
     
    If additional task details are needed, click the three dots. A task creation window will open, where you can add a detailed description, set priority, and attach files.  
  1. Click Save.

The created task will then appear in the Prevention Measures and Prevention Tasks, Gantt sections, as well as on the side panel of the problem page.

When the assigned task is completed, its name will be crossed out. The employee responsible for processing the problem will then be able to review the task results and close the problem.  

Monitor problem resolution in JIRA

If the system administrator has configured integration with JIRA, you can duplicate the problem as a task in the tracker. Employees will then be able to create subtasks for its prevention and track their completion statuses in JIRA, while the problem page in BRIX will display the progress of its resolution.

To do this, on the side panel of the page:

  1. Specify the JIRA project where you work with problems.
  2. Select the task type from those configured in your project.
  3. Select the parent task under which this problem is being handled.
  4. Click Assign Task in JIRA.

Complete work on a problem

When all tasks for a problem are completed, you can close it. To do this, open the problem page and, depending on the results of the work, mark the completion in one of the following ways:  

  1. If a solution to resolve the problem has been found, click the Problem Solved button and fill in the fields in the window that opens:
    work-with-problem-01
  • Root resolution*. Enter the solution found for the problem.
  • Known error*. Create or select an item in the Known Errors app with a detailed description of how to resolve this problem.

Click Completed.
 
The problem status will change to Resolved. The solution description will appear in the problem activity stream. A notification about the problem resolution will appear on the pages of related requests.

  1. If a solution to the problem could not be found or has not been implemented, click the Cannot Resolve button. In the window that opens, fill in the fields:
  • Error*. Create or select a known error so that the responsible employee can resolve it later.
  • Reason. Specify additional reasons why the problem remains unresolved:
    • Found but not applied. The operator found a solution but cannot apply it to resolve the problem, for example, due to missing equipment.
    • Stopped showing up due to decommissioning. The system has been optimized and the problem no longer reproduces.
    • Not approved by the interested parties. The client’s responsible employee refused to apply the found solution.

The problem will move to the Cannot resolve status, and the reason will be displayed on its page. You can return to resolving this problem later and close it by clicking the Problem Solved button.

 

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