The system records every change on the Problem record with the Activities available on the Notes tab of the related information area. These activities log and collect all information about record changes, such as date, time, changed field and its previous value, and a user's name who applied these changes.

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Make Notes and Comment


Role required: problem_manager.

A good practice is to record additional information when working on the problem.

To make a comment or a work note, follow the steps below:

  1. Open the Problem record form and enter the Notes tab on the Related Information area.
  2. Fill in the Additional Comments or Work Notes fields.
  3. Click the Save or Save and Exit button on the problem form to apply the changes.

All saved notes and comments are available as Activities on the Notes tab and have colored marks:

  • Yellow - for Work Notes
  • Black - for Additional Comments.

Notifications


In SimpleOne, the problem tracking process allows the caller to be informed about the work progress with notifications. These notifications are sent out to the email. Notifications delivered "out-of-the-box" are described above.

NotificationDescriptionTarget auditory
Assignment group changedThis notification is sent when reassigning a problem from one group to another.Problem manager, the group responsible (group leaders)
Following problem updatesThis notification is sent when a problem is updated (the state is changed, or comment is added).Specified problem followers list
Problem was reassignedThis notification is sent when reassigning a problem from one user to another.Problem manager
The problem became a Known ErrorThis notification is sent when a problem has been reclassified as a Known Error.Caller, Incident Manager, Problem Manager
Problem state changesThis notification is sent after problem state changes.Caller

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