Support – Problem Report Workflow

Date	Version	Changes
2025-10-17	v1.2.0	Moved to Confluence
2022-01-28	v1.1.0	Removed Urgency, Impact and Priority from this workflow as it is more suitable in the Incident Response Workflow.
2022-01-20	v1.0.0

This workflow describes how to handle problem reports. Support issues that fall under problem reports are

Please see other workflows for service request and change requests.

Key Performance Indicators

Problem Report Workflow focuses on simplicity while maintaining a high amount of Flow.

These are the statuses.

Status	Description	Transitions
Registered	Issue has been created by reporter.	Triage
Open	Issue has been triaged and is waiting to be handled.	Start, Close
In Progress	A technician is using the Playbook to try to resolve the issue.	Plan, Resolve
In Backlog	The issue requires development and has been added to the backlog.	Commit
Implementing	The issue is in development.	Resolve
Resolved	The issue has been resolved.
Closed	The issue has been closed.

These are the transitions

Transition	Description	Fields
Triage	Verify that the issue has required information and a clear description. Verify that the issue doesn’t belong to another workflow.	Title, Steps to Reproduce, Expected Result, Actual Result
Start	Assign the issue to a person and start working on the resolution.	Assigned To
Plan	Adding issue to the development backlog.	Backlog Issue ID
Commit	Starting development of the issue and set a due date.	Due Date
Resolve	The issue is solved. A resolution is posted back to the reporter, and fix version if the issue resolution required development.	Resolution, Fix Version
Close	The issue is being closed. The reasons posted back to the reporter.	Reason