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Create a Problem
2. Click the |
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3. Change the Source if desired. |
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4. Enter the Service Rep into the field.
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5. Enter a brief description of the Problem into the field. This is not |
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Required but encouraged. |
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6. Enter the Due Date into the field. If it's not known, it can be entered later.
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7. If known or needed, enter Requestor into the field.
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8. If known or needed, enter choose the Owner. The Requestor and Owner fields are not |
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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. |
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9. Enter the Dept. Hierarchy (or use the Hierarchy picker |
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10. Click the |
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At this point, you should have a Problem number |
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in the upper left-hand corner of the screen: |
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you use to group together the Incidents. |
To Associate an Incident with a Problem:
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- Go to Main > Service Desk > Incidents.
- Find the Incident you want to be used use or create it from scratch.
- Enter the Problem your 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 button.
- 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 button .
- Go to Main > Service Desk > Problem.
- Open a pending Problem from the grid or create a new problem.
- Go to the
tab. - Click the
button. - The next step is to toggle the Incident(s) to be associated with this Problem and click the button . The User You can lessen the length of the list by adding filters to any of the columns. The User You may also conduct a basic search by entering criteria in the field above the grid.
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