Use Problem Management features to investigate problems and objects related to them. Establish hierarchical and functional relationships using incidents, user queries, and change requests to identify the issue cause. Define articles and known errors that help in handling the problem.
You can connect the problem to the following pre-created records:
- other problems
- user queries
- changes (which caused the problem or solved it)
- incidents (which caused the problem or are caused by the problem)
- articles
- known errors.
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Role required: problem_manager. |
To connect a record to a problem, perform the following steps:
- Navigate to Problem Management → All Problems.
- Open the problem record you need, scroll down and enter the Related Records section.
- Click the magnifier icon
next to the field you need. - Select the desired pre-created record from the dictionary list. You can choose more than one item.
- Click the Save or Save and Exit to apply changes.
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Attention Required...
Notifications...
Watcher List...
The incident tracking process allows the caller to be informed about the work progress.
In SimpleOne, this process is implemented as "notifications" sent by email. For now, there are four types of notifications:
Notification "Incident Created"
This type of notification is sent when creating a new incident.
Notification "Status Changed"
This type of notification is sent when the status is changing from ANY to ANY.
Notification "Incident Completed"
This type of notification is sent when the status is changed to Completed.
Notification "Comment added"
This type of notification is sent when the assigned person or end-user added any comment to the Additional Comments field.
All notifications are sent out to the email that is a contact for a person specified in the Caller field.
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