(v1) .Create a Problem v2.1.4.7

Create a Problem

1. 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, a Problem number should in the upper left-hand corner of the screen:

 that is used to group together the Incidents.

To Associate an Incident with a Problem:

There are three ways to do this:

1. Go to Main > Service Desk > Incidents.
   • Find the Incident to be used or create it from scratch.
   • Enter the Problem number into the picker.

                     or use the Problem picker to select it.

1. • 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.
2. 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 .
3. 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 can lessen the length of the list by adding filters to any of the columns. The User may also conduct a basic search by entering criteria in the field above the grid.