Create New Problem

You can create problem requests to minimize the adverse impact of incidents on the business caused by errors within the IT infrastructure and to prevent recurrence of incidents related to these errors.

Role Required: SDAdmin, Technicians with Add Problem permissions.

1. On the Problems tab, click New Problem. Use the drop-down to select a problem template.
   
2. Alternatively, you can go to Quick Actions  on the application header and under Add heading, select Problem.
   

In the New Problem form, fill out the displayed fields. Use the following points for reference.

Fields	Description
Select Template	Retain this template or switch to another template.
Reported By	Select the requester who reported the problem.
Impact	Refers to the effect the problem has on productivity.
Urgency	Refers to how quickly the problem resolution is needed.
Priority	Refers to how urgent the problem is.
Site	Specify your site.
Group	Select the group to work on your problem. These groups are site-specific.
Technician	Select the technician to work on your problem. These technicians are group-specific.
Status	Refers to the progress of the problem.
Category	Choose the accurate category, sub category, and item to ensure quicker resolution.
Sub Category
Item
Due By Date	Specify when the problem is expected to be resolved.
Closed Date	Select the date when the problem request is closed.
Services Affected	Lists the services that might be affected by the problem.
Assets Involved	Contains the assets that might be affected or involved in the problem. Only assets in the associated customer site will be listed for selection. Toggle Show all assets to view only assets associated with the requester. Toggle the button off to view all assets. You can also click to search for assets in a separate window. You can associate up to 100 assets in a problem. If the requester is changed, the associated assets will be reset.
CIs Involved	Contains CIs that might be affected or involved in the problem. Only CIs in the associated customer site will be listed for selection.
Title	Provide short information about the problem.
Description	Describe the problem in detail.
Attachments	Attach files from Computer or Cloud (not more than 50MB in size).

 

Apart from the fields mentioned above, the SDAdmin might have set up additional fields customized to the template.

After adding the problem details, click Save.  

 

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