Issue Management Overview

Issues are one of the main categories of work managed in InfraLink. They are designed to track equipment failures, performance problems, user support, and other similar situations.

As is the case with other categories of work, InfraLink issue management incorporates the following standard capabilities:

• Status tracking and configurable workflow
• Priorities
• Ability to associate work (e.g. issues, service requests) with system elements and/or locations;
• Work assignment
• Progress updates and history tracking
• Notifications

Additionally, the following capabilities are specifically focused on issue management and remedial maintenance work:

• Issue disposition by issue type, cause, and resolution. When a new issue (service request) is entered by an InfraLink users, he or she will be prompted to select one or multiple issue types (symptoms) that best describe the issue. The selection is made from a hierarchical list (dictionary) defined and periodically updated by the InfraLink instance administrator. Similarly, when an issue (service request) is updated or closed, the user will be prompted to select a cause and a resolution from the respective reference lists (dictionaries) defined and maintained by the InfraLink instance administrator.
• Issue resolution performance metrics

Issue Types, Causes, and Resolutions

In order to enable analysis of common issue patterns and trends, InfraLink supports issue categorization by issue type, cause and resolution.

As the name suggests, an issue type typically represents a type or a specific symptom of the reported issue or a service request.

Specific features and functionality covered in this guide include the following:

• Monitoring issue queue
• Entering an issue or a service request
• Updating and Closing Issues or Service Requests
• Generating reports, extracting data
• Issue handling performance metrics

Specific features and functionality covered in this guide include: