Before you begin
- Atlas Flow on your plan (Atlas AVD) and turned on for the tenant
- To see problems: permission to view Atlas Flow tickets
- To create and work on problems: permission to edit Atlas Flow tickets. Choosing an owner or team needs permission to assign tickets, and archiving needs permission to archive them
Step 1: Create a problem
Open the Problems tab in Atlas Flow and select New problem, or start from a ticket: on the ticket's page, find the Problem card and select New problem from this ticket. A problem has a title, a description, a priority, and optionally an owner and a team. Problems are numbered in their own sequence (PRB-1, PRB-2 and so on) and use the same statuses as tickets.
A problem started from a ticket takes the ticket's title and links the ticket as its first incident.
Step 2: Link the incidents
Link every ticket the problem causes. On the problem's page, use Link a ticket in the Incidents card to search for one, or on a ticket's page, choose an open problem in its Problem card and select Link. Unlink a ticket with the button next to it.
- Only tickets can be linked as incidents.
- The link belongs to the ticket and is recorded on its timeline, so the technician working the ticket sees which problem it belongs to.
- The Problems tab shows how many incidents each problem has.
Step 3: Investigate and record a known error
The Investigation card on the problem's page holds the root cause and the workaround. Edit them as you learn more and select Save. Once the cause is understood and a workaround is recorded, turn on Known error. The problem then shows a Known error badge on its page and in the Problems tab, with the time it became one.
The problem's timeline and the audit log record which parts changed (root cause, workaround or known error), never the text itself.
Step 4: Resolve the open incidents
When the fix is in place, select Resolve open incidents on the problem's page. You can write a reply first: it is posted as a public reply on each ticket before Atlas moves it to Resolved.
- Only open tickets are changed. Tickets that are already resolved, closed, archived or merged into another ticket are left as they are.
- Each ticket changes exactly as if it had been resolved on its own page, with the same timeline entry, notifications and linked alerts resolved.
- Up to 100 tickets are resolved in one go. If more are open, select Resolve open incidents again.
- Resolving the incidents does not change the problem itself. Set its status when you are ready.
Finding and archiving problems
The Problems tab shows open problems by default. Switch to Resolved and closed or All problems, search by title, or include archived problems. Archive a problem to take it out of the list. An archived problem is read-only until you restore it.