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- Go to Main > Service Desk > Problems.
2. Click the 
button.
3. Change the Source if desired.
4. Enter the Service Rep into the field.
5. Enter a brief description of the Problem into the field. This is not required but encouraged.
6. Enter the Due Date into the field. If it's not known, it can be entered later.
7. If known or needed, enter Requestor into the field.
8. If known or needed, enter choose the Owner. The Requestor and Owner fields are not required and can be added later or not at all. Don't forget, the Owner can also be an Organizational Hierarchy instead of a person. To use a Department Hierarchy as the Owner, toggle the radio button.
9. Enter the Dept. Hierarchy (or use the Hierarchy picker 
to search).
10. Click the button.
At this point, you should have a Problem number should in the upper left-hand corner of the screen:
that you use is used to group together the Incidents.
...
- Go to Main > Service Desk > Incidents.
- Find the Incident you want to use be used or create it from scratch.
- Enter your Problem the Problem number into the picker.
or use the Problem picker to select it.
- If this Incident has already been added (it has an Incident number), click the
button . Otherwise, continue entering the incident information like normal and click the
- If this Incident has already been added (it has an Incident number), click the
- Go to Main > Service Desk > Incidents.
- Click Add to Problem/Project.
- Select a problem (The Service Number on a problem starts with PB) to associate the incident with and click the
- Go to Main > Service Desk > Problem.
- Open a pending Problem from the grid or create a new problem.
- Go to the
- Click the
- The next step is to toggle the Incident(s) to be associated with this Problem and click the
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