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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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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 the desired pre-created record from the dictionary list. You can choose more than one item.

Investigate a problem

investigation and analysis of a problem

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 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. Next to the Related Problems field, click the lock button first to activate the adding records option;
3. Click the magnifier button to open the Problems list, and select desired problems from the list;
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 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 Time Cards on their own right from the problem form.

Time Card form description

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

It is necessary when analysing working time and schedules. (?)

Determine the date when a user worked on the problem.

Automatically filled with the current date.

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. Next to the Related Problems field, click the lock button first 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 button to apply the changes.

Logging and notifications

Logging Problem activities

The system records every change on the Problem record with the Activities available on the Notes tab of the related information area. These activities collect all information about record changes, such as date, time, changed field and its previous value, and a user's name who apllied these changes.

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Make Notes and Comment

A good practice is to record an additional information when working on the problem. Users can make notes and comments with

1. Open the Problem record form and enter the Notes tab on the Related Information area;
2. Fill in the Additional Comments or Work Notes fields;
3. Click the Save or Save and Exit button on the problem form to apply the changes.

All saved notes and comments are available as Activities on the Notes tab and have colored marks:

1. .