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(2022.1) Create a Problem

Owned by Brian Dixon
Jul 01, 2020
3 min read

Create a Problem

  1. Go to Main > Service Desk > Problems.

       2. Click the Add button.

       3. Change the Source if desired.
         Source Dropdown

      4. Enter the Service Rep into the field.

         Service Rep Picker

      5. Enter a brief description of the Problem into the field. This is not Required but encouraged.
         Description field

      6. Enter the Due Date into the field. If it's not known, it can be entered later.

          Due Date field

      7. If known or needed, enter Requestor into the field.

         Requestor Picker

      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.
         Owner Department picker

      9. Enter the Dept. Hierarchy (or use the Hierarchy picker to search).

    10. Click the Save New button.

At this point, you should have a Problem number in the upper left-hand corner of the screen:

Service Desk number example that you use 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 you want to use or create it from scratch.
    • Enter 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 Save button button . Otherwise, continue entering the incident information like normal and click the Save New button 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 Save button button .
  3. Go to Main > Service Desk > Problem.
    • Open a pending Problem from the grid or create a new problem.
    • Go to the Associated Items tab tab.
    • Click the Add Association button button.
    • The next step is to toggle the Incident(s) to be associated with this Problem and click the Save button button . You can lessen the length of the list by adding filters to any of the columns. You may also conduct a basic search by entering criteria in the field above the grid.