Working with Problems

problems can be logged by users other than the problem manager problems are usually logged from other sources, including service desk analysts working on incidents creating a problem log in to the application as a problem manager open the problem workspace a list of problems appears click new problem or select a template from the action menu a blank problem page appears blank problem record the following default tabs appear (results may vary depending on your system setup) details continue to the next step task see working with tasks docid\ e40f2roctrskvptf1awpc activity history see about activity history docid\ dolnqxplsr ccl3 udx4k root cause see resolving a problem docid\ k7e qwthvycw4tifdiiyh ci to create or link to a configuration item, see about creating a configuration item docid\ zmfn pxt6cjewpqpaj6wp incident to create or link an incident, see managing incidents docid\ akruodyqj2wvb c6ayolg change to create or link a change, see creating a change request docid\ mdrxfmlfharskge6zbd0y attachment to attach a file or url, see working with attachments and urls docid\ dwyg6strtal1zdoaecfjz service to create or link a service, see working with services docid 2bvrzyy 8f2vwf83sofug problem review board see working with the problem review board docid\ ntz 00nx8 qd 3hbitixm related posts see about the related posts tab docid\ btgspwcozfq6p1aq2wqu5 faq see announcements and faqs docid\ hy7mtijubhswom5fapc4k announcement see announcements and faqs docid\ hy7mtijubhswom5fapc4k alerts see about alerts docid\ rmoducp0c qjuszpgnavs workflow instance see working with workflow instances docid\ uyae8z1xcnbsxjkmao7e9 audit history see accessing audit docid\ suej5xmlyduoz68lbfgae from the details tab, enter information into the fields field description summary a brief description of the problem click the related items icon to find possible related records error message any error message received description a detailed description of the problem, including conversations and methods tried action the action taken choose from the drop down list or click the edit icon to add an action to the list resolution the resolution describe in detail how the problem was resolved environment the operating environment choose from the drop down list or click the edit icon to add an environment to the list workaround optional the workaround used type automatically set to problem when a root cause has been identified, the type is automatically set to known error after the type is set to known error , the root cause tab appears see adding a root cause to a problem docid\ k7e qwthvycw4tifdiiyh status automatically set to logged select a status from the drop down list if the type is set to known error , the status is automatically set to identified only problem managers can set the status to investigation category the problem category choose from the drop down list or click edit to add a category to the list source how the problem was received choose from the drop down list or click edit to add a source to the list urgency the urgency that represents the tolerance for delay if the problem is not resolved click edit to add an urgency type to the list impact the impact of the problem click edit to add an impact type to the list priority the priority calculated by urgency and impact by default, the urgency and impact values are set to low see default priority values docid\ koal84k5cxnaejkoha1z team the team choose from the drop down list or click edit to add a team to the list owner the owner choose from the drop down list or click edit to add an owner to the list cost the cost automatically generated by the system time the time, in minutes, spent on this problem the system automatically generates this value based on the activity history click save the problem is logged, and the system notifies the problem manager if either the impact or urgency of the logged problem is high creating a problem from an email you can only create a problem from an email if the administrator has configured the email configuration inbox for the problem business object the administrator can also provide templates for creating problems from emails to create a problem from an email, you must have a record in the employee form and you must send the email from the email address that is set up for you in the primary email field of your employee record follow these steps to create a problem from an email use the problem email template set up by your administrator see email templates docid\ gzkuhdrr40rxkihqelj5l sample problem email the problem fields that are filled in from the email are denoted to the left of the $ sign the $ sign is the field separator value set up for the problem business object see about creating incidents from emails docid\ k6b1obrpcm0j2 hah h z the values to the right of the $ sign are the field values you can add other field names that match the problem form to the left of the $ sign to create multiple problem records from a single email, use the record marker field value set up for the problem business object see about creating incidents from emails docid\ k6b1obrpcm0j2 hah h z send the email to the email address provided to you for logging problems in the administrator sets this up in the email configuration form the system sends you an email that the problem has been submitted the subject of the email contains the problem number for reference you can refer to this number when searching for the problem in the self service portal or when contacting the service desk regarding this problem modifying a problem only problem managers and administrators can change a problem status, but everyone can change any of the other fields log into the service desk console open the problem workspace the system displays a list of problems open the problem and make changes click save deleting a problem log into the service desk console open the problem workspace the system displays a list of problems select the problem to delete and click the delete icon from the toolbar if there are linked references, the system displays the reference warnings window to remove the linked references, click continue the problem no longer appears on the list