Initiate and produce the most appropriate problem solution by the SimpleOne features. Create Change Requests and Problem Tasks that are necessary for problem resolution.
Role required: problem_manager.
Create a Problem Task
To create a new Problem task, follow the steps below:
- Open the Problem record form and scroll down to the Related Lists area;
- Enter the Problem Task tab, and click the New button;
- Fill in the Problem Task form, and click the Save or Save and Exit button.
Problem Task form description
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | Automatically filled with the unique identifier of the PBTXXXXXXX format. |
| Problem | Y | Contains a number of a related Problem. To assign a particular problem, click the magnifier icon and select a record from the list in a window that appeared. |
| State | N | Assign a Problem Task state selecting one of the following options:
It is filled with the Registered state value by default. |
| Assigned User | Y | A user responsible for performing this Problem Task. Click the magnifier icon, and select a User record from the list in a window appeared. When an incident is assigned to a responsible user, the Assigned Group field becomes non-mandatory. The same goes for other task objects, like change requests or service requests. |
| Assignment Group | Y | A user group responsible for performing this Problem Task. Click the magnifier icon, and select a Group record from the list in a window appeared. It is automatically defined with the User's group when filling the Assigned User field. When an incident is assigned to a responsible group, the Assigned User field becomes non-mandatory. The same goes for other task objects, like change requests or service requests. |
| Subject | N | Main information about the Problem Task topic. |
| Description | N | Detailed information about the Problem Task. |
| Followers List | N | In here, users list who follow the task for tracking updates is displayed. |
Related Information Tabs
Scroll down the Problem Task page to get to the related information area with the tabs below.
Notes:
- Additional Comments - comment and add clarifying information
- Work Notes - make important notes related to work on the problem task.
Schedule:
- Planned Start Date - plan a start date of working on the Problem Task
- Planned End Date - plan an end date of working on the Problem Task
- Actual Start Date - specifies the actual start date of working on the Problem Task
- Actual End Date - specifies the actual end date of working on the Problem Task.
Closure Information:
- Closure Notes - make notes about closing the issue.
Related Links
The area contains links related to a particular Problem task. For example, the Time Spent links to the Time Card specifying the time the user spent on this Problem Task.
Related Lists
The area keeps the users' Time Cards. To add a new record, click New, then fill in the Time Card form, and click Save to apply the changes.
Create a Change Request
If resolving a problem requires to make a change in your system, create a Change Request managed with the Change Control Practice.
Enter the Problem hamburger menu → Create Change and select one of the following options:
- Standard change
- Normal change
- Emergency change.
Solved by Changes
When investigating the issue, in case of detection change requests that can solve the problem, register these relationships with the following features:
- Open the Problem record form and enter the Related Records tab on the Related Information area.
- Click the magnifier button next to the Solved by Changes field; the change requests list will appear.
- Select desired change requests from the list. You can choose more than item.
- On the problem form, click the Save or Save and Exit to apply changes.
Caused by Changes
When investigating the issue, in case of detection change requests that caused the problem, register these relationships with the following features:
- Open the Problem record form and enter the Related Records tab on the Related Information area.
- Click the magnifier button next to the Caused by Changes field; the change requests list will appear.
- Select desired change requests from the list. You can choose more than item.
- Click the Save or Save and Exit button to apply changes.
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