Introduction to NonStop Operations Management

Problem Management
Introduction to NonStop Operations Management–125507
6-9
Step 2—Gathering the Facts and Reporting the
Problem
Figure 6-2. Sample Problem Report Form
021
Problem-Reporting Log
Revised MM/DD/YY
By:
Describe the problem— What specifically is wrong?
Where was the problem first noticed?
Which applications, components, devices, users have been affected?
Device name and location:
When did the problem occur?
What is the frequency of the problem?
Has this problem occurred before? Y/N
What is the impact of the problem?
(Circle one.)
How many users are affected?Is the problem getting worse? Y/N
Who reported the problem? Where can they be reached?
What was the user doing when the problem occurred?
What events preceded the problem?
What error messages were displayed when the problem occurred?
What information do event messages, error logs and memory dumps display?
What is the configuration (including release and product numbers) of the hardware and software products
affected?
Low Medium Critical
What is the probable cause?
Who should resolve the problem?
How was the problem resolved?
Was the problem escalated to a higher level of support? Y/N
Who resolved the problem and when? Should the users be notified? Y/N
Node: \
Date: __\__\__
Problem Tracking Number:
If so, who is currently working on it?
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