Finding Information in PROLIN Smart Client
PROLIN Smart Client makes finding information easier than ever. It includes smart functionality to help you quickly locate the details you need.
At the core of finding information is knowing that PROLIN Smart Client is built around the most sophisticated ITIL-compliant Service Management software available. ITIL emphasizes best practices — structured activities and tasks derived from defined processes and procedures to deliver optimal results.
In PROLIN Smart Client, processes and procedures revolve around items. For instance, Problem Management is a process involving Service Calls, Incidents, Problems, Changes, and Services. You analyze these items to identify potential Problems and, once created, resolve them through defined workflows.
This section covers three key use cases for finding information:
- Finding Problems
- Closing a Solved Problem
- Finding a Colleague
Finding Problems
Problem Managers are responsible for identifying recurring or systemic issues. One effective method is analyzing Incidents over a specific period (e.g., hourly, daily, or weekly). For example, a spike in Incidents tied to network configuration items may indicate an underlying Problem.
Step 1: Manipulate a Table View
Table views show all records and are the ideal starting point for search and analysis.
- Find the right view: See Finding and Opening a View.
- Filter the records: See Filtering Items in a Table View.
- Show or hide columns to change your perspective: See Manipulating Columns in a Table View.
- Group items by shared field values: See Grouping Records in a Table View.
Step 2: Create a Chart
Chart views offer aggregated representations of records and are excellent for trend analysis.
- Drill down from a chart to investigate anomalies: See Drilling Down in a Chart.
- Use charts in reports to document identified Problems: See Running Reports.
Closing a Solved Problem
In addition to identifying Problems, Problem Managers oversee the full lifecycle of a Problem — from creation to resolution. To close a Problem:
- Find and open the appropriate view.
- Open the item in a form.
- Change the status field in the form to reflect that the Problem is solved.
- Save and close the form.
Finding a Colleague
Although other organizational networking tools exist, PROLIN Smart Client stores all work-related contact data you need. Whether for collaboration or casual communication, information about colleagues is accessible.
To find a Person:
- Use a table view under the Person item in the Organization group.
- Or use Advanced Find for more detailed or filtered searches. See Using Advanced Find to learn more.