Create problem tasks and change requests
If solving a problem requires the participation of different departments, an agent can create a problem task for each of them. Also, an agent can create change requests if necessary for problem resolution.
Create a problem task
| Tip |
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Role required: problem_manager. |
To create a new problem task, follow the steps below:
- Navigate to Problem Management → All Problem and open the required problem record.
- Scroll down to the Related Lists area.
- On the Problem Task tab, click New.
- Fill in the fields.
- Click Save or Save and Exit to apply the changes.
Problem Tasks form fields
The Number field is populated automatically and has the PBTXXXXXXX format.
| Field | Mandatory | Description | ||
|---|---|---|---|---|
| Problem | Y | Contains the related problem number. To assign another problem, click the magnifier icon and select a record from the list. | ||
| Subject | N | Add a short description of the problem task. | ||
| Description | N | Add a detailed description of the problem task. | ||
| State | Y | Specify the work state and progress. Available options:
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| Assignment Group | Y | Specify a user group responsible for completing this problem task.
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| Assigned User | Y | Specify a user responsible for completing this problem task.
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| Notes tab | ||||
| Additional Comments | N | Add comments for the task. | ||
| Followers list | N | Contains the list of users who follow the problem task for tracking the updates. | ||
| Notes tab | ||||
| Work notesWork Notes | N | Add work notes that may be useful. | ||
| Schedule tab | ||||
| Planned Start Datetime | N | Date when the assigned person is supposed to start working on this task. | ||
| Planned End Datetime | N | Date when the task should be in the Completed or Closed state. | ||
| Actual Start Datetime | N | Date when the assigned person started working on this task. The agent should fill in this field. | ||
| Actual End Datetime | N | Date when the assigned person finished working on this task. The agent should fill in this field. | ||
| Closure Information tab | Closure Notes | N | Add information summarizing the task implementation||
note. The field becomes mandatory when:
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Access to the form fields
The read or update access to certain fields of a record can vary depending on the current user's roles.
- The users with the ITSM_agent or problem_manager roles, other than the creator of the problem task or the assigned user, can:
- View the record.
- Submit Work notes in all states of the problem task other than Closed.
- Edit the State, Assignment group, and Assigned user field values in all states of the problem task. The Work notes field becomes mandatory in this case.
- Edit the Followers list field value.
- The caller can:
- View the record, except for the Work notes field.
Problem task state model
Create a change request
If resolving a problem requires making a change in your system, you can create a change request.
To do so, in the hamburger menu 
, select Create Change and select one of the following options:
- Standard Change
- Normal Change
- Emergency Change
For more information on the change request types, see Change Types and State Models.
Create relationships
| Tip |
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Role required: problem_manager. |
You can create relationships between problems and other types of tasks. To do so, complete the following steps:
- Navigate to Problem Management → All Problems and open the problem record you need.
- Open the Related Records tab.
- Click the magnifier icon
next to the respective field. - In the window that appears, choose the necessary option.
- Click the Save or Save and Exit to apply the changes.
| Field | Description |
| Solved by Changes | Specify change requests that helped to resolve the problem. |
| Caused by Changes | Specify change requests that caused the problem. |
Related Problems | Specify problems related to this particular problem. |
Known Error | Assign a known error record from the Known Errors database. |
| Related Articles | Specify articles from the Knowledge Base related to this particular problem. |
| Related Incidents | Specify incidents related to this particular problem. |
| Related User Query | Specify a user query related to this particular problem. |
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