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.
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:
- Open the Problem record form and enter the Notes tab on the Related Information area.
- Fill in the Additional Comments or Work Notes fields.
- 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.
| Notification | Description | Target auditory |
|---|---|---|
| Assignment group changed | This notification is sent when reassigning a problem from one group to another. | Problem manager, the group responsible (group leaders) |
| Following problem updates | This notification is sent when a problem is updated (the state is changed, or comment is added). | Specified problem followers list |
| Problem was reassigned | This notification is sent when reassigning a problem from one user to another. | Problem manager |
| The problem became a Known Error | This notification is sent when a problem has been reclassified as a Known Error. | Caller, Incident Manager, Problem Manager |
| Problem state changes | This notification is sent after problem state changes. | Caller |
