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Create problem tasks 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 necessary for problem resolution. 

Create a problem task

Tip

Role required: problem_manager.

To create a new problem task, follow the steps below:

  1. Navigate to Problem Management → All Problem and open the required problem record.
  2. Scroll down to the Related Lists area.
  3. On the Problem Task tab, click New.
  4. Fill in the fields.
  5. Click Save or Save and Exit to apply the changes.

Problem Tasks form fields

The Number field is populated automatically and has the PBTXXXXXXX format.

FieldMandatoryDescription
ProblemY

Contains the related problem number.

To assign another problem, click the magnifier icon and select a record from the list.

SubjectNAdd a short description of the problem task. 
DescriptionNAdd a detailed description of the problem task.
Followers listN

Specify the users to receive notifications, when:

  • A Work note is added to the activity feed; 
  • The record state changes;
  • The value of the fields Assignment Group, Assigned User changes;
  • The agent adds or deletes a follower. 

The users will not receive notifications when a user Follows or Unfollows the record on their own using a corresponding UI-action on the form. 

Info

The field is read-only when the record is in the Canceled or Closed state.

StateY

Specify the work state and progress. Available options:

  • Registered
  • In Progress
  • Completed
  • Closed
  • Canceled
Assignment GroupY

Specify a user group responsible for completing this problem task.

Note

When a problem task is assigned to a responsible group, the Assigned User field becomes non-mandatory. 


Assigned UserY

Specify a user responsible for completing this problem task.

Note

When a problem task is assigned to a responsible user, the Assigned Group field becomes non-mandatory.


Notes tab
Additional CommentsNWork Notes
Add comments for the task.
Work notesN

Add work

notes that may be useful.Schedule tabPlanned Start DatetimeNDate when the assigned person is supposed to start working on this task.Planned End DatetimeNDate when the task should be in the Completed or Closed state.Actual Start DatetimeNDate when the assigned person started working on this task. The agent should fill in this field.Actual End DatetimeNDate when the assigned person finished working on this task. The agent should fill in this field.Closure Information tabClosure NotesNAdd information summarizing the task implementation

note. The field becomes mandatory when:

  • the Assigned user changes the state to Completed, Canceled or Closed.
  • other user with the ITSM_agent role changes the State value.

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 to make making a change in your system, you can create a change request.

To do so, in the hamburger menu , select Create Change and select one of the following options:

  • Standard Change
  • Normal Change
  • Emergency Change

For more information on the change request types, see Change Types and State Models.

Create relationships

Tip

Role required: problem_manager.

You can can create relationships between problems and problems and other types of tasks. To do so, complete the following steps: 

  1. Navigate to Problem Management → All Problems and open the problem record you need.
  2. Open the Related Records tab.
  3. Click the magnifier icon next to the respective field.
  4. In the window that appears, choose the necessary option.
  5. Click the Save or Save and Exit to apply the changes.
FieldDescription
Solved by ChangesSpecify change requests that helped to resolve the problem.
Caused by ChangesSpecify 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 ArticlesSpecify articles from the Knowledge Base related to this particular problem.
Related IncidentsSpecify incidents related to this particular problem.
Related User QuerySpecify a user query related to this particular problem. 


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