Create problem tasks
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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 Initiate and produce the most appropriate problem solution by the SimpleOne features. Create Change Requests and Problem Tasks that are necessary for problem resolution.
Create a problem task
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| Tip |
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Role required: problem_manager. |
To To create a new Problem problem task, follow the steps below:
- Problem Management → All Problem and open the required problem record.
- Scroll Open the Problem record form and scroll down to the Related Lists area;.
- Enter On the Problem Task tab, and click the New button;.
- Fill in the Problem Task form, and click the fields.
- Click Save or Save and Exit button to apply the changes.
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.
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| 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.
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| 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.
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