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:
- Navigate to Problem Management → All Problem and open the required problem record.
- Scroll down to the Related Lists area.
- On the Problem Task tab, click New.
- Fill in the fields.
- 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.
| Field | Mandatory | Description |
|---|---|---|
| Problem | Y | Contains the related problem number. To assign another problem, click the magnifier icon and select a record from the list. |
| Subject | N | Add a short description of the problem task. |
| Description | N | Add a detailed description of the problem task. |
| State | Y | Specify the work state and progress. Available options:
|
| Assignment Group | Y | 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 User | Y | 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 Comments | N | Add comments for the task. |
| Work Notes | N | Add work notes that may be useful. |
| Schedule tab | ||
| Planned Start Datetime | N | Date when the assigned person is supposed to start working on this task. |
| Planned End Datetime | N | Date when the task should be in the Completed or Closed state. |
| Actual Start Datetime | N | Date when the assigned person started working on this task. The agent should fill in this field. |
| Actual End Datetime | N | Date when the assigned person finished working on this task. The agent should fill in this field. |
| Closure Information tab | ||
| Closure Notes | N | Add information summarizing the task implementation. |
Problem task state model
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:
- Navigate to Problem Management → All Problems and open the problem record you need.
- Open the Related Records tab.
- Click the magnifier icon
next to the respective field. - In the window that appears, choose the necessary option.
- Click the Save or Save and Exit to apply the changes.
| Field | Description |
| Solved by Changes | Specify change requests that helped to resolve the problem. |
| Caused by Changes | Specify 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 Articles | Specify articles from the Knowledge Base related to this particular problem. |
| Related Incidents | Specify incidents related to this particular problem. |
| Related User Query | Specify a user query related to this particular problem. |
