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Role required: problem_manager. |
To To create a new problem task, follow the steps below:
- Problem Problem Management → All Problem and open the required problem record.
- Scroll down to the Related Lists area.
- On On the Problem Task tab, click New button.
- Fill in the fields.
- Click Save or Save and Exit to apply the changes.
Problem
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Tasks form description
The Number field is populated automatically and has the PBTXXXXXXX format.
| Field | Mandatory | Description | ||||
|---|---|---|---|---|---|---|
| Number | Y | Automatically filled with the unique identifier of the PBTXXXXXXX format. | ||||
| Problem | Y | Contains a number of a related Problemthe related problem number. To assign a particular another problem, click the magnifier icon and select a record a record from the list in a window that appeared.. | ||||
| Subject | N | Add a short description of the problem task. | ||||
| DescriptionState | N | Add a detailed description of the problem task. | ||||
| State | Y | Specify the work state and progress. Available Assign a Problem Task state selecting one of the following options:
It is filled with the Registered state value by default. | ||||
| Assignment GroupAssigned User | Y | A Specify a user group responsible for performing this Problem Task.Click the magnifier icon, and select a User record from the list in a window appearedcompleting this problem task.
| ||||
| Assigned User | Y | A Specify a user group responsible for performing completing 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. problem task.
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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.
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.
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| Notes tab | ||
| Additional Comments | N | Add comments for the task. |
| Work 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. |
Create a change request
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If resolving a problem requires to make a change in your system, you can create a Change Request managed with the Change Control Practice.change request.
To do so, in the hamburger menu 
, select Enter the Problem hamburger menu → Create Change and select one of the following options:
- Standard changeChange
- Normal changeChange
- 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:
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- Change
For more information on the change request types, see Change Types and State Models
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Create relationships
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Role required: problem_manager. |
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