Collaborative Resolution of Multiple Problems

Grouping problems allows issues with the same root cause to be resolved more efficiently.

It often happens that the same problem is reported multiple times or affects multiple customer devices or products. In both cases, grouping (not merging!) problems and resolving them collectively is useful.

How to Group Problems

Grouped problems are recorded as sub-problems under a main problem.

You can easily subordinate a problem for collective resolution by using Drag & Drop to move it under the main problem.

If you move a problem by mistake, you can undo the action in the confirmation dialog.

If a problem is under the main problem but is distinct enough to deserve separate resolution, you can remove it. Use Drag & Drop to move the problem back to the list name (the area from which you opened the list), and the problem will be ungrouped.

Resolving Problems with the Same Root Cause

Example: A device in the power grid breaks down, and the same issue—an outage—is reported by multiple users. A repeatedly reported issue is repeatedly logged and may require a response, such as notifying users when the issue is resolved.

How to Document: Add all other reported problems under one main problem. If there are only a few, use Drag & Drop. If there are many, open the main problem, go to the "Sub-Problems" tab, and use the "Move" button to add all other problems under it.

How to Record Resolution: Resolving the main problem automatically updates the status of all sub-problems. If reporters are notified about the resolution, they will be informed for each resolved issue.

Resolving the Same Issue Across Multiple Devices or Products

Example: During production, a defect occurred, resulting in multiple defective products being shipped. Customers need to be notified, and their reports addressed.

Repeatedly Reported Problem

Each individual issue is documented separately and must also be addressed individually. Therefore, unlike the previous case, it’s not possible to change the status of all issues simultaneously.

In this scenario, similar issues are grouped under a common main problem, but each sub-problem’s resolution is recorded individually. The main problem's status is automatically updated after all sub-problems are resolved.

Single Identified Problem

Example: A problem with labeling devices in a workshop has been identified. All devices need to be relabeled.

Here, the issue is essentially one problem—incorrect labeling—but it affects multiple devices.

In this case, create one problem and associate it with all affected devices. During resolution, confirm for each device in the associated list that the problem has been resolved. Completing the resolution for all devices requires confirming the main problem's resolution.

Where to Go Next

The problem documentation and resolution page covers this topic in depth.

Drag & Drop on Mobile

Drag & Drop functionality works on mobile phones and touch screens – learn more here.