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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


Role required: problem_manager.

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

  1. 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 button.
  4. Fill in the fields.
  5. Click Save or Save and Exit to apply the changes.

Problem Tasks form description

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.
StateY

Specify the work state and progress. Available options:

  • Registered
  • In Progress
  • Completed
  • Canceled
Assignment GroupY

Specify a user group responsible for completing this problem task.

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.

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

Notes tab
Additional CommentsNAdd comments for the task.
Work NotesNAdd work notes that may be useful.
Schedule tab
Planned 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 tab
Closure NotesNAdd information summarizing the task implementation.


Create a change request     


If resolving a problem requires to make 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


Role required: problem_manager.

You can create relationships between 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. Filled in automatically if the problem is created from a user query.
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