Print/Copy/Mark Known Problems

Print/Copy/Mark Known Problems

  1. Create physical documentation of problem details.
  2. Go to the Problems module and select the respective customer from the filter in the header.
  3. Open the problem to be printed.
  4. In the problem details page, click Print on the toolbar.
  5. You can preview the problem details. On the right pane, select the information to be printed.
  6. Click Print.

Copy Problem

Create a new problem by duplicating an existing or similar problem.
Use Case: Recurring problems in an organization can be logged instantly into the service desk by copying the existing problem details.
  1. Go to the Problems module and select the respective customer from the filter in the header.
  2. Open the problem to be copied.
  3. In the problem details page, go to Actions > Copy Problem.
  4. Select the problem details to be copied.
  5. Click Next.
  6. Fill out the problem template for the copied problem.
  7. Click Copy.

Mark Problem as Known Error

Record already-identified problems and add relevant comments.
  1. Go to the Problems module and select the respective customer from the filter in the header.
  2. Open the problem to be copied.
  3. In the problem details page, go to Actions > Mark as Known Error.
  4. Record if the problem is a known error.
  5. Add comments, if any.
  6. Click Save.


The details of known error can be viewed or edited from the right pane.