Create Records Related to Problems

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

Role required: problem_manager.

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

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

Problem Task form description

Field	Mandatory	Description
Number	Y	Automatically filled with the unique identifier of the PBTXXXXXXX format.
Problem	Y	Contains a number of a related Problem. To assign a particular problem, click the magnifier icon and select a record from the list in a window that appeared.
State	N	Assign a Problem Task state selecting one of the following options: Registered In Progress Completed Canceled. It is filled with the Registered state value by default.
Assigned User	Y	A user responsible for performing this Problem Task. Click the magnifier icon, and select a User record from the list in a window appeared. When an incident is assigned to a responsible user, the Assigned Group field becomes non-mandatory. The same goes for other task objects, like change requests or service requests.
Assignment Group	Y	A user group responsible for performing this Problem Task. Click the magnifier icon, and select a Group record from the list in a window appeared. It is automatically defined with the User's group when filling the Assigned User field. When an incident is assigned to a responsible group, the Assigned User field becomes non-mandatory. The same goes for other task objects, like change requests or service requests.
Subject	N	Main information about the Problem Task topic.
Description	N	Detailed information about the Problem Task.
Followers List	N	In here, users list who follow the task for tracking updates is displayed.

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 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.

Enter the Problem hamburger menu → Create Change and select one of the following options:

Standard change
Normal change
Emergency change.

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.

Create relationships