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Use the Problem page (called "PRR" in previous versions) to record and view information for an issue that requires a team-based approach to understand the root cause and take actions to prevent similar issues from occurring again in the future.
If you have permissions to create a new problem, choose Home > Create > Problem.
After you have entered the required fields (highlighted with red boxes), choose Home > Problem > Create to save the new record.
If your implementation has more than one entity, the fields and options may be configured differently in each. A drop-down list at the top of the page allows you to select which entity is currently active before you create a new record.
XFRACAS can be configured to support any problem resolution methodology from 4 to 8 steps (e.g., 8D, Six Sigma DMAIC, etc.). The areas and fields depend on the configurable settings for the entity. Some or all of the following steps may be enabled for your implementation.
Establish the Team (required)
Describe the Problem (required)
Implement and Verify Containment Actions
Identify and Verify Root Cause
Choose and Verify Permanent Corrective Actions (required)
Implement Permanent Corrective Actions
Prevent Recurrence (required)
Congratulate the Team
The bar(s) for completed steps are green. The bar for the current step is red.
To complete a given step, the Completed By and the Completed Date fields must be filled out, and the record must be saved.
Depending on the configurable settings, you may also be required to complete all actions associated with the step (Closure Restriction Level 3).
In addition, any of the steps 2 through 8 may allow or require review and sign-off by a Failure Review Board (FRB). (See Failure Review Boards.)
You can use drop-down lists to set or change the record's owner and creator.
Depending on the configurable settings for the entity, the owner may receive e-mail notifications when actions are created for the record.
A Team Members field identifies the users who will be working on the issue, and their roles on the team. If enabled for the entity, this field is not displayed until the record is created. (See Assign Team Members Utility.)
You can click the link for any team member's name to send an e-mail regarding the record. Depending on the configurable settings, team members may also receive e-mails when a status update is added or modified.
Tip: If the Audience Restriction field is enabled for the entity and you select "Attorney/Client Privilege," the record will be visible only to the owner and team members. You will also be prompted to select a user for the "Legal" role on the team.
Sometimes multiple incident reports can be attributed to the same underlying problem. If enabled for the current entity, Associated Incident Reports shows a list of chargeable and non-chargeable incidents that are associated with the problem.
To update this list, click Assign/Remove Incidents. In the Assign Incidents to Problem window, click Filter to display a list of incidents that match the specified criteria. There is a check box in the row for each incident. If the check box is selected when you click Save, the incident will be associated with the problem.
An Actions field contains a list of specific assignments that need to be tracked and completed. Depending on the configurable settings, there may be separate actions tables in different areas of the page. This type of field is not displayed until the record is created.
Click Create New Action, 
,
to create a new assignment. (See Actions.)
A Status field allows users to add notes about the progress, and also send e-mail notifications if applicable. Depending on the configurable settings, there may be zero, one or multiple status fields in different areas. This type of field is not displayed until the record is created. (See Status Fields.)
An Associated Files field allows users to upload file attachments, link to files in another location (e.g., a document management website) or link to another record in XFRACAS. Depending on the configurable settings, there may be zero, one or multiple attachment fields in different areas. This type of field is not displayed until the record is created. (See Attachments.)
Once the required number of steps have been completed, the Set Close Status and Close Date fields will appear in the final step. The options in the drop-down list depend on the configurable settings for the entity.
Depending on the settings, a problem may not be able to be closed until all incidents associated with the problem are closed and/or all actions for the problem are completed.
You can specify the date when the problem was closed. If you select a close status without specifying the date, the current date will be applied. If you have the "Problem - Open a Closed Problem" permission, you will be able to change this date if needed.
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