Problem reporting and tracking system: a systems engineering challenge

The problem reporting and tracking system (PRTS) is the ALMA system to register operational problems, track unplanned corrective operational maintenance activities and follow the investigations of all problems or possible issues arisen in operation activities. After the PRTS implementation appeared several issues that finally produced a lack in the management of the investigations, problems to produce KPIs, loss of information, among others. In order to improve PRTS, we carried out a process to review the status of system, define a set of modifications and implement a solution; all according to the stakeholder requirements. In this work, we shall present the methodology applied to define a set of concrete actions at the basis of understanding the complexity of the problem, which finally got to improve the interactions between different subsystems and enhance the communication at different levels.