Issue Resolution GUI for IT Workflow State Tracking
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Solution Overview
Problem
Current remote network management platforms face challenges in aligning issue resolution workflows with actual enterprise processes, leading to difficulties in tracking events and maintaining notes, as existing problem records do not conform to typical workflow states, causing inefficiencies for IT agents.
Innovation Solution
An improved graphical user interface (GUI) is introduced, allowing problem records to transition through states that match common enterprise workflows, including newly-opened, assessment, root cause analysis, fix in progress, resolved, and closed states, with each state featuring relevant note and information entry capabilities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If problem records use simplified states (open/closed), then device complexity is reduced, but ease of operation deteriorates as agents cannot track specific workflow events
Solution Approach 1:
The problem record state structure is segmented into multiple specific states (newly-opened, assessment, root cause analysis, fix in progress, resolved, closed) that correspond to different workflow events. This segmentation allows agents to track the precise stage of issue resolution while maintaining a structured, manageable state framework.
Solution Approach 2:
The state structure is enhanced by adding a temporal dimension through state transitions. Each state represents a specific phase in the workflow sequence, and transitions between states capture the progression of events. This dimensional enhancement provides workflow tracking capability without significantly increasing structural complexity.
2Loss of information
If problem records include comprehensive note-taking features, then loss of information is reduced, but device complexity increases
Solution Approach 1:
Note-taking capability is integrated into each specific state (newly-opened, assessment, root cause analysis, fix in progress, resolved, closed), allowing agents to document information at the appropriate workflow stage. This preliminary organization of note-taking by state reduces information loss while maintaining manageable complexity through structured placement.
Solution Approach 2:
The note-taking feature serves multiple functions across different states - documenting initial issues in newly-opened state, assessment findings in assessment state, root cause analysis in root cause analysis state, and resolution details in resolved state. This multi-functionality reduces information loss without requiring separate documentation systems.
3Ease of operation
If problem records transition through multiple workflow-specific states, then ease of operation improves for tracking events, but device complexity increases
Solution Approach 1:
The problem record structure is made dynamic through state transitions. Agents can move records between states (newly-opened → assessment → root cause analysis → fix in progress → resolved → closed) based on workflow progression. This dynamic approach improves ease of operation for tracking events while keeping the underlying structure manageable through standardized transition rules.
Data Source
AI summary
A system may include (i) a database disposed within a computational instance of a remote network management platform that manages a managed network and (ii) server device(s) associated with the computational instance. The database is configured to store records related to issues with configuration items of the managed network, each record assigned to one of a plurality of states including: a first state for newly-opened records, a second state for records undergoing assessment, a third state for records undergoing root cause analysis, a fourth state for records with a fix in progress, a fifth state for resolved records, and a sixth state for closed records. Additionally, the server device(s) are configured to generate and provide graphical user interface panes to a client device associated with the managed network, each of the graphical user interface panes corresponding to one of the plurality of states for a particular record.