Purpose:
Section titled “Purpose:”This is a problem which requires a third party to resovle outside of centrexIT control.
Scope:
Section titled “Scope:”All centrexIT users.
Responsibility:
Section titled “Responsibility:”vITMs, Senior IT Manager,
Completion Criteria:
Section titled “Completion Criteria:”An eventual closure of a problem record once the known issue or error has been resolved.
Records:
Section titled “Records:”A closed problem work record.
Steps:
Section titled “Steps:”- Prerequisites: a. A PRB work ticket in Halo created following KB00032405. b. An identified issue that is outside the scope of centrexIT support and requires a third party’s intervention to resolve.
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Examples include:
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Bugs in software waiting for a patch, or software or firmware updates.
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ISP issues which require ISP actions or equipment replacement
- Set the PRB to the Known Issue status
- Create a ticket with whatever vendor or provider has been identified and update the PRB ticket with the case number from the vendor.
- Update and save the ticket with any further notes that give guidence to what is the expected timeframe or resolution. Any contact information, or any other relevant information related to the problem.
- Create a calendar item in your calendar for the expected resolution date to come back and review the PRB ticket and ensure it is resolved. If no specific date is known, create a calendar item one week from the current date.
- On the calendar date, update the ticket with any additional information, additional timeline updates, and repeat steps 3 through 6. If the problem is resolved, move to step 7.
- Ticket closure:
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Update the ticket with how it was resolved
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For any attached work tickets, ensure they are updated and closed and any users are notified of the fix/update.
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close the PRB ticket by setting the status to closed.
Process References:
Section titled “Process References:”- Problem Managment SOP KB00032405.
Note: Please add KB relationships to core process, process, SOPs or other WIs on the right.