If requests related to certain issues have been recorded before or occur regularly, you can register a problem based on them.
A new problem can be created in the following ways:
- On the main page, on the Problems tab, click + Problem.
- In the Requests app, mark requests with the same issue and perform the Combine into a problem bulk action. For more details, see the Combine requests into a problem article.
- In the CMDB app item, click the Register Problem button. For more details, see the CMDB page article.
- In the Problems app, click the + Problem button in the upper right corner.
In each case, the problem creation window will open, where you need to fill in the fields.
General block:
- Subject*. A brief description of the issue.
- Cause of the problem*. The suspected or confirmed cause of the problem.
- Problem class. The category the problem belongs to. The value is selected from the Classes of Problems directory. You can also add a new class by clicking + Create.
- Responsible*. The employee responsible for resolving the problem.
- Correction deadline. The time by which the problem should be resolved.
- Priority. The urgency of resolving the issue: High, Medium, or Low.
Related items block:
- Related known errors. Errors that have occurred before and relate to the problem. The list of available errors is stored in the Known Errors app. To add a new known error, click + Create.
- Related RFCs. Select from the list any requests for changes (RFCs) to hardware or software configurations that may have caused the issue. The list of available RFCs is stored in the RFC app. To add a new RFC, click + Create.
- Related CIs. Specify the assets affected by the problem. The list of available configuration items (CIs) is stored in the CMDB app. To add an asset, click + Create.
- Related requests. Select the requests caused by the problem. Values are taken from the Requests app.
Click Save.
The problem will be recorded in the system with the New status. The assigned employee can then take it into work.
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