Managing Fault Review Tasks

Scenarios

After an incident is confirmed, a fault report is automatically created using fault review rules. We review the fault using this report to stop it from happening again. The fault review information includes more than 15 analysis items, such as fault symptom, fault impact, fault handling process, root cause analysis, solution, similar faults, and improvement measures.

By default, incidents of the P1, P2, P3, and P4 levels and incidents of all levels for which a war room is started need to be reviewed. This rule can be modified in Fault Review Rules.

Completing Fault Review

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Incidents.
3. Click the All incident Tickets tab.
4. Select the incident ticket to be reviewed and click Fault Report in the Fault Report/Status column.

   The system automatically fills the basic information about the incident ticket in review report, such as the fault symptom, troubleshooting process, and fault cause. The information can be modified.

5. Click Edit Report in the upper right corner.
6. Set parameters in Fault Information.

   Table 1 Fault parameters

   Parameter	Description
   Report Title	Customize the title of the fault report.
   Responsible person for fault handling	Select the fault owner from the drop-down list.
   Symptom	Enter the fault symptom. The value can contain a maximum of 1,000 characters.
   Affected Customers	Enter the affected customer. The value can contain a maximum of 1,000 characters.
   Affected Application	Enter how the application is affected. You can add and delete the affected application.

7. Set parameters in Process.

   Table 2 Parameters for the handling process

   Parameter	Description
   Procedure	Set the handling time and process description. You can add and delete a handling process.

8. Set parameters in Root cause analysis.

   Table 3 Parameters for a root cause analysis

   Parameter	Description
   Root cause analysis	Analyze the root cause for the fault. Click Add File to upload attachments related to root cause analysis. You can upload maximum of 10 files, each no more than 10 MB. Only the following file formats are supported: JPG, PNG, DOCX, TXT, and PDF.

9. Set parameters in Monitoring & Alerting

   Table 4 Parameters for monitoring alarms

   Parameter	Description
   Is it prioritized over customer discovery	The options are Yes and No.
   Alarm Ticket ID	This parameter is mandatory when Is it prioritized over customer discovery is set to Yes. You can add or delete alarms.

10. Set change parameters.

    Table 5 Parameter changes

    Parameter	Description
    Change Involved	The options are Yes and No.
    Change Ticket No.	This parameter is mandatory when Change Involved is set to Yes. You can add and delete change tickets.

11. Set parameters in Solution.

    Table 6 Solution parameters

    Parameter	Description
    Short term solution (how to recover from faults)	Enter the short-term solution to the fault. Click Add File to upload attachments related to the short-term solution. You can upload maximum of 10 files, each no more than 10 MB. Only the following file formats are supported: JPG, PNG, DOCX, TXT, and PDF.
    Long term plan (how to avoid recurrence)	Enter the long-term solution to the fault. Click Add File to upload attachments related to the long-term solution. You can upload maximum of 10 files, each no more than 10 MB. Only the following file formats are supported: JPG, PNG, DOCX, TXT, and PDF.
    Application Resilience Related Planning and Analysis	Enter the application resilience planning and analysis. Click Add File to upload attachments related to application resilience. You can upload maximum of 10 files, each no more than 10 MB. Only the following file formats are supported: JPG, PNG, DOCX, TXT, and PDF.

12. Set a failure mode.

    Table 7 Failure mode parameters

    Parameter	Description
    Is there a failure mode	The options are Yes and No.
    Failure Modes	This parameter is mandatory when Is there a failure mode is set to Yes. You can add or delete failure modes.

13. Set a contingency plan.

    Table 8 Contingency plan parameters

    Parameter	Description
    Contingency Plan Available	The options are Yes, No, and N/A.
    Contingency Plan	This parameter is mandatory when Is there a failure mode is set to Yes. Contingency plans can be added or deleted.

14. Set parameters in Failure Modes.

    Table 9 Parameters for failure modes

    Parameter	Description
    Is there a failure mode	The options are Yes and No.
    Incident Ticket ID	This parameter is mandatory when Is there a failure mode is set to Yes. You can add or delete an incident.

15. Set parameters for fault drills.

    Table 10 Parameters for fault drills

    Parameter	Description
    Any Fault Drill Conducted	The options are Yes, No, and N/A.
    Fault Drills	This parameter is mandatory when Any Fault Drill Conducted is set to Yes. You can add and delete drill tasks.

16. Set parameters in Improvement Measures.

    Table 11 Parameters for improvement measures

    Parameter	Description
    Product Improvement	Enter the product improvement details. You can create or delete product improvement tickets.
    Operations Improvement	Enter the operations improvement details. You can create or delete operations improvement tickets.
    Management Improvement	Enter the management improvement details. You can create or delete management improvement tickets.

17. Click OK.
18. Set Fault review progress.
    • Fault review progress: The value can be Reviewed, Reviewing in progress, or Not Reviewed.

19. Click OK.

    The fault review is complete.