Problem Template

Problem Template

Configure problem templates to create forms with pre-populated data allowing users to log problem requests quickly.

Role Required: SDAdmin

Configuring a Problem Template   

To configure problem templates,
  1. Go to Setup > Templates & Forms > Problem Template.
  2. Select the respective customer from the filter in the header.
  3. Click New Problem Template.
  4. Configure the three main sections: Header, Field List, and Canvas.

Header
Provide basic details of the template.
  1. Template Name* - Enter a name unique to the customer for the template.
  2. Comments - Briefly describe the usage of the template.
  3. Workflow/Life cycle: Select the workflow or life cycle to be associated with the template.
Field List
The field list in the right pane contains two tabs: Available Fields and New Fields.
  1. Available Fields - Contains default and additional fields configured in the application that are not used in the canvas. Drag any field from this list to the canvas.
  2. New Fields - Contains various field types that you can use to create additional fields instantly for the problem template. To create a new field, drag a field type to the template canvas and add the required details.
    1. Based on the selected field type, the field properties vary.
    2. You can create additional fields under Setup > Customization > Additional Fields > Problems.
You can also add sections to the template from the right pane. Use the New Section button to add sections to the template and group the fields within the section.
Canvas
The canvas contains various fields that are vital in capturing information about the problem. Some fields are system-defined.
To customize sections added to the canvas,
  1. By default, sections are untitled. Click on the left corner of the section header to name the section.
  2. Hover over a section and click to set the following section properties:
    1. Number of Columns - Choose if you want the section to have one or two columns.
    2. Label Orientation - Choose if you want the field labels to be aligned on the left, top, or right to the input boxes.
    3. Collapsed State - You can choose to collapse sections automatically while loading the form. This property can be defined only if the section is named.
    4. Click Delete Section to remove the section from the template. The fields in the section will be moved to the field list on the right pane.
  3. Click on the section header to drag the section anywhere in the canvas.
To customize fields added to the canvas,
  1. Hover over a field to define the field properties.
    1. Click to mandate the field and allow requesters to view/set the field value.
    2. Click to remove a field from the template.
    3. Click or on the either sides of the field to adjust the field width.
    4. Use to move the field within or across sections.
  2. Specify values in the field to set default values.
Analysis - Contains sections about the impact details, root cause, and symptoms of the problem.
  1. Use the checkbox to include this section in the New/Edit Problem form.
  2. You can add new sections and fields apart from the predefined sections.
  3. Customize the fields of the canvas as mentioned above.
Solution - Contains sections about the workaround and resolution of the problem.
  1. Use the checkbox to include this section in the New/Edit Problem form.
  2. You can add new sections and fields apart from the predefined sections.
  3. Customize the fields of the canvas as mentioned above.

Info
Mandating Item field will also mandate Sub-category and Category fields.
Fields cannot be added, rearranged, or deleted in the predefined sections.
Hard-coded fields  or sections containing hard-coded fields cannot be removed from the template. However, you can move these fields to other sections before deleting a section.


 

Tasks 

You can add tasks to a problem that involves multiple technicians.

To add tasks to problem templates,
  1. Click the Tasks section and click Add Task.
  2. You can choose a task template or create a new task.
  3. Specify the Title of the task. This is a mandatory field.
  4. Specify relevant information about the tasks in the Description field.
  5. Select the Group and Owner of the task from the corresponding drop-down lists.
  6. Provide other task properties such as Priority, Status, Additional Cost, Task Type, Notify me before schedule start, % completed, and Estimated Effort.
  7. Click Save. Click Cancel to go back to the task list view.
 

You can change the display order of tasks based on your preference. Click Organize and change the order of the tasks using the up and down buttons.
When creating a problem, the technician can choose from the list of tasks available in the applied template.The selected tasks will be automatically triggered on submitting the problem.
Configure dependencies for tasks in the problem template by clicking Task Dependency if there are multiple tasks for a problem.

 

Form Rules 

Form rules allow you to create problem forms that load based on the data provided by users while creating/editing a problem request. You can define field restrictions and execute predefined actions when the user input matches certain conditions. Form rules enable the usage of the same template for different purposes.

Create Form Rules

  1. Go to Form Rules tab. By default, global form rules configured for the template under Setup > Templates and Forms > Form Rules > Problems will be reflected here.
  2. Click New to set up template-specific form rules.
  3. Define the form rule as explained here.
Click Save
Info
Creating form rules from the Edit Problem Template page automatically populates the template's customer and disables the customer field in the form.

List View Operations      

Manage problem templates from the list view page and perform the following actions:
  1. Edit,Delete, Enable/Disable Templates - Click beside a template name to edit, delete, enable/disable a template.
  2. Copy Templates - Select templates and click Copy Template on the toolbar. You can also go to Actions > Copy Template in the Edit Problem Template form.
  3. Mark Template as Default - Set the frequently used template as default template by clicking icon next to the template name.
  4. Search Templates - Use the icon to search through templates based on a criteria. Add the criteria, value, and click Enter. After the results are displayed, you can add multiple search criteria using the icon or click on the existing criteria to edit it.
  5. Customize List View - Click to limit the number of templates displayed in the list view.
Info
You cannot delete or disable default templates.

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