.Create a Problem v2019.4

Create a Problem

1. Go to Main > Service Desk > Problems.
2. Click the Add button.
3. Change the Source if desired.
   
4. Enter the Service Rep.
5. Enter a brief description of the Problem. This is not required but encouraged.
   
6. Enter the Due Date. If it's not known, it can be entered later.
7. If known or needed, enter Requestor. 
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.
   and enter the Dept. Hierarchy (or use the Hierarchy picker to search).
9. Click Save New.

At this point, you should have a Problem number in the upper left-hand corner of the screen 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 Associated Project/Problem field or use the Problem picker to select it.
   • If this Incident has already been added (it has an Incident number), click the Save button . Otherwise, continue entering the incident information like normal and click the Save New 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 .
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.
   • Click the Add Association button.
   • The next step is to toggle the Incident(s) to be associated with this Problem, and click . 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.