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It is filled with the Registered state value by default.
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Click the magnifier icon, and select a User record from the list in a window appeared.
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Click the magnifier icon, and select a Group record from the list in a window appeared.
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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.
Create a Change Request
If resolving a problem requires to make a change in your system, create a Change Request managed with the Change Control Practice.
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| Notes tab | ||
| Work notes | N | Add work note. The field becomes mandatory when:
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Follow / Unfollow UI-actions are available on the form. If you click Follow, you will be added to the Followers list and start receiving notifications. If you click Unfollow, you will stop receiving notifications about the changes in the record.
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
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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:
- Open the Problem record form and enter the Related Records tab on the Related Information area.
- Click the magnifier button next to the Caused by Changes field; the change requests list will appear.
- Select desired change requests from the list. You can choose more than item.
- Click the Save or Save and Exit button to apply changes.
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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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