Page History

Use the Problem Management features to investigate problems and objects related to them. Establish hierarchical and functional relationships with Incidents and Change Requests using incidents, inquiries, and change requests to identify the issue cause.

Create a child Incident 

An unresolved problem can cause different system malfunctions that users register as incidents.

To create new caused incidents directly from the problem form, follow the steps below:

1. Open the problem record, and scroll down to the Related Lists area.
2. Enter the Incident tab then click the New button.
3. Fill in the Incident form and click Save or Save and Exit button.

The filter condition of the Related Lists tab defines the current problem as an incident parent. 

Assign a registered Incident. 

You can also assign a problem as a parent to registered Incidents with the steps below:

1. Open the Incident record form and enter the Related Records tab on the Related Information area.
2. Click the magnifier button next to the Related Problems field in order to open the problems list.
3. Select desired problems from the list. You can choose more than item.
4. On the Incident form, click the Save or Save and Exit button.

Add a new Time Card

When logging the problem, it is important to assess the time spent by users on resolving it.

To register the time you spent on a particular problem, create a new Time Card with the steps below:

1. Open the problem record, and scroll down to the Related Lists area.
2. Enter the Time Card tab, then click the New button.
3. Fill in the Time Card form, and click Save or Save and Exit button.

Users can add their Time Cards right from the problem form with the steps below:

1. Click the Time Spent button.
2. Fill in the Time Card form.
3. Click Save or Save and Exit button to apply the changes.

Time Card form description

Specifies the time category that the user spent on resolving the problem.

It is necessary for proper calculating the employee's working time.

Determine the date when a user worked on the problem.

It is automatically filled with the current date.

Define articles and known errors that help handling the problem.

You can connect problem to the following pre-created records:

• other problems
• inquiries
• changes (which caused the problem or solved it)
• incidents (which caused the problem or are caused by the problem)
• articles
• known errors

Image Added

To connect a record to a problem, perform the following steps:

1. Navigate to Problem Management → All Problems.
2. Open the problem record you need, scroll down and enter the Related Records section.
3. Click the magnifier icon Image Added next to the field you need.
4. Select desired pre-created record from the dictionary list. You can choose more than one item.
5. Click the Save or Save and Exit to apply

Add a related Problem

When investigating the issue, in case of detection relations or dependencies with other problems, register these relationships with the following features:

1. Open the Problem record form and enter the Related Records tab on the Related Information area.
2. Click the lock button next to the Related Problems field to activate the option field.
3. Click a magnifier icon, and choose a necessary option in the new window appeared.
4. On the problem form, click the Save or Save and Exit button to apply the changes.

Add a Change caused a Problem

When investigating the issue, in case of detection change requests that caused the problem, register these relationships with the following features:

1. Open the Problem record form and enter the Related Records tab on the Related Information area.
2. Click the lock button next to the Caused by Changes field to activate the option field.
3. Click a magnifier icon, and choose a desired record in the new window appeared.
4. On the problem form, click the Save or Save and Exit button to apply the changes.