Problem Handling Procedure
The detailed "Problem Handling Procedure" can be found in EUR Doc 018, Chapter 13. The latest version of that document can be found on and downloaded from the ICAO-Paris Homepage (Path: EUR/NAT Documents / EUR Documents / EUR Documents / 018 - OPMET Handbook). On this page the key-elements are described.
The DMG set up a procedure to handle structural problems related to collection, dissemination and accessibility of OPMET data within the EUR-region in a co-ordinated and efficient way. Problems identified through monitoring exercises or reported to the DMG will be classified by the Problem Handling Manager.
The possible classifications are presented in the following picture:
Functions within the PHP
There are several functions defined within the PHP. The following picture shows the relation between all of those, the table below provides information for each.
|A PHP-User is reporting a problem(s) to the Problem Reporter.
A problem can be raised by the following users:
|Throughout this procedure, the Problem Reporter shall be either:
|Problem Handling Manager:
|The DMG assigns at least one Problem Handling Manager (PHM) and a backup. A PHM determines the work domain over which he or she will be fully responsible as the first contact person in line to and from the Problem Reporter standing in for the end users. A PHM can delegate or share responsibilities per types of problems to other PHMs. For each problem, when structural, the PHM responsible for that type of problems assigns a Problem Handler for detailed investigation and responsive actions towards a solution. The responsible PHM decides whether or not a problem submitted to the DMG is eligible for further handling according to the procedure.
|Problem Archive Manager:
|A Problem Archive Manager can be assigned for generating reports from the PHP archive. Normally this is taken care of by the PHM.
|Per Problem Type, the PHM assigns one or more Problem Handler(s). The Problem Handler suggests possible solutions to the Problem Reporter who submitted the problem. A Problem Handler can ask an expert for assistance.
|A Problem Handler can request a Consultant Expert for assistance in the investigation of a problem. A Consultant Expert does not need to participate at DMG meetings. Communications with the DMG is done via the Problem Handler of the problem case.
If you experience any problem that does no fit into the above described classification schema or if you have any other question, please contact your responsible ROC-representative or ICAO EUR/NAT Headquarters in Paris.
Problem Handling Ticketing Application
The backbone of the PHP is the web-application hosted by Skeyes. This tool is used to handle all reported problems which have been confirmed by the problem handling manager to be incidental or structural. The tool is used to assign problems to a problem handler, track all actions, prepare reports regarding all open problems,...
Of course a user can also retrieve already solved and closed tickets, if needed.