Role required: problem_manager.
You can create a problem either from a particular registered incident or directly from the Problems Catalog.
Create a problem from an Incident
Follow the steps below:
- Open the Incident form, then enter the hamburger menu and select the Create Problem option.
- Fill in the form and click the Save or Save and Exit button.
Fields like Related Incidents and Related Inquiry automatically get values with relevant object numbers when the user creates a problem from an incident.
Create a problem from the Problem catalog
Follow the steps below:
- Navigate to Problems → Create New.
- Fill in the form and click the Save or Save and Exit button.
The form description
| Field | Mandatory | Description | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Number | Y | Problem number. The field is filled automatically with the unique identifier having the PRBXXXXXXX format. | |||||||||||
| Caller | Y | Reference to the agent who initiated problem creation. | |||||||||||
| Company | N | Define a company to which the problem is related. | |||||||||||
| Service | Y | Select a service affected by the problem. | |||||||||||
| Related CIs | N | Specify related configuration items affected by the problem. | |||||||||||
| Copy CIs to Originators | N | Select this checkbox to relate configuration items from the problem to entities that are problem originators. | |||||||||||
| Assignment Group | Y | Specify a user group responsible for resolving the problem. It is automatically filled with the assigned user's group. When the Assignment Group field is specified, the Assigned User field becomes non-mandatory. The same goes for other task objects, like change requests, or service requests. | |||||||||||
| Assigned User | Y | Specify a user responsible for the problem resolving. Click the Assign to me button to assign a problem to yourself. After that, your profile will be referenced in the Assigned User field. When the Assigned User field is specified, the Assigned Group field becomes non-mandatory. The same goes for other task objects, like change requests, or service requests. | |||||||||||
| State | Y | Specifies the problem state with one of the following values:
The Closed state value is only available in Problems with the Completed state. | |||||||||||
| Postponement Cause | Specify the reason of postponing work on the problem. Available options:
Depending on the selected choice option, the following mandatory fields appear on the form:
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| Impact | Y | Determines the measure of the effect that a problem causes on the business processes with one of the available options:
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| Urgency | Y | Specifies the measure of time until a problem has an impact on the business processes with one of the available values:
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| Priority | Y | Identifies the importance of a problem according to the Priority Matrix based on the Urgency and Impact values. The possible values are:
This field is populated automatically basing on values of the Impact and Urgency fields. See the Priority Management article to learn more. | |||||||||||
| Attention Required | N | Select this checkbox to make the line manager of the assigned group/assigned user to receive notifications. | |||||||||||
| Subject | Y | Write a concise description of the problem. | |||||||||||
| Description | N | Describe the problem in details. | |||||||||||
| Followers List | N | In here, users list who follow the task for tracking updates is displayed. | |||||||||||
| Notes section | |||||||||||||
| Additional Comments | N | Write a comment with the additional information to a problem. Additional comments have the purple marking.
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| Work Notes | N | Write notes with the information about working on the problem. Work notes have the black marking.
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| Related Records section | |||||||||||||
| Solved by Changes | N | Specify change requests that helped to resolve the problem. | |||||||||||
| Caused by Changes | N | Specify change requests that caused the problem. | |||||||||||
Related Problems | N | Specify problems related to the particular problem. | |||||||||||
Known Error | N | Assign a known error record from the Known Errors database. | |||||||||||
| Related Articles | N | Specify articles from the Knowledge Base related to the particular problem. | |||||||||||
| Related Incidents | N | Specify incidents that have a relation to a particular problem. | |||||||||||
| Related Inquiry | N | An inquiry automatically specified from the related incidents. | |||||||||||
Closure Information section This section appears when the State value is Completed. | |||||||||||||
| Complete Originators | N | Select this checkbox to make the originators related to this request be completed along with it. | |||||||||||
| Closure Code | Y | Specify a on what level the problem was closed or the reason it got the Completed state. Available options:
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| Closure Notes | Y | Leave notes regarding the problem closure. | |||||||||||
