The problems details page contains organized information relevant to the problem request. On this page, technicians can instantly execute various actions.
Role Required: SDAdmin, Users with View Problems permission
In the Problems tab, select a problem request to view the problem details page. The data in the details page is grouped under various tabs.
Details - Displays the overview of a problem with all template fields. You can add attachments and
edit problem details.
Analysis - Evaluate the problem based on the information available and record the following:
- Impact: Specify the effect of the problem on the organization. Include details on departments or any crucial services affected, if necessary.
- Root cause: Determine the underlying cause of the problem
- Symptoms: Specify the signs to identify the problem quickly in the future.
Solutions - Develop a resolution plan for the problem based on the analysis.
Tasks - Add tasks in the problem request to split the work involved with different technicians.
Learn more.
Reminders - Track to-do list of items in a problem.
Approvals - Allow stakeholders to perform a thorough review and grant permission before a problem proceeds to the next status
Work Logs - Track the volume of work undertaken by technicians while analyzing and resolving the problem.
Learn more.
Conversations - View all technician conversations related to the problem.
You can also save an email/response as a draft. Find the saved drafts in the right panel of the problem details page. Click

to edit the draft, send for review, or discard the draft.
Announcements - Inform users about services that might be affected while fixing the problem.
History - Track the various operations performed on the problem request since the time of its creation.
Right Pane
The right pane provides an overview of the problem so that technicians assess the problem at a glance.
- Click More Properties to access all problem details quickly.
- Under Associations, you can attach a change request to the problem.
- Click New to create a change request from the problem.
- Click Search to attach existing a change request. Select the change request and click Associate.
- View the number of incidents, changes, and releases related to the problem request. Click the number to go to Associations tab and view details.
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