Use the Problem Management features to investigate problems and objects related to them. Establish hierarchical and functional relationships using incidents, inquiries, and change requests to identify the issue cause. Define articles and known errors that help handling the problem.
You can connect problem to the following pre-created records:
- other problems
- inquiries
- changes (which caused the problem or solved it)
- incidents (which caused the problem or are caused by the problem)
- articles
- known errors
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 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.
