Problem Good to Know

Search for one or more Problems that meet a specific criteria by running a Quick Search or Saved Search.
Create a new Problem by clicking New > New Problem on the CSM Desktop Client toolbar, by clicking File > New > New Problem from the CSM Desktop Client menu bar, or by pressing CTRL+SHIFT+P.
You can create a Problem from multiple Incidents, then attach additional Incidents when appropriate.
By default, Problem uses the Corporate Priority Matrix.
The OOTB system implements several Actions/One-Step Actions to make logging Problems more efficient. For more information about Actions and One-Step Actions, refer to the Actions/One-Step Actions documentation.
Note: A full list of One-Step Actions is beyond the scope of this document. Export a schema document from CSM Administrator (Create a Blueprint>Tools>Export Schema) to view a full list of One-Step Actions associated with a particular type of Business Object (example: Major).
CSM provides several OOTB Automation Processes to automate Problem Management. For more information, refer to the Automation Process documentation.
If enabled (via Automation Process), e-mail notifications are:
- Automatically created and sent to User owners to notify them of ownership.
- Automatically created and sent to Team owners to notify them of ownership.
When on a record, you can send an e-mail directly to the current Customer (Requestor) by clicking FIle > E-mail Current Customer, or by clicking the Notify Impacted Customers of Update link in the Actions section. If sent using the File menu, the e-mail is blank. If sent using the Notify Impacted Customers of Update link, an e-mail template is used to auto-populate the e-mail with information from the current Incident (example: Change ID, Customer's name, logging date/time details, etc.).
Journals track what occurs during the record's lifecycle (example: Notes to track progress or comments, and History to track important field changes, e-mail correspondence, etc.). View or add Journals by clicking the Journal tab in the record's Arrangement.
Attachments supplement records by providing additional details in the form of linked/imported files (.pdf, .doc, etc.), images, web pages, and Document Repositories. View and manage Attachments using the Attachment button and Attachments bar.
The Default Form at the top of the Problem form shows important at-a-glance information:
- Problem number and priority, along with the priority. Red indicates a priority 1, orange indicates a priority 2, and green indicates a priority 3-5.
- The current status of the Problem as it moves through its workflow. The next status is displayed as a link directly beneath the current status. Click the status link to move the Problem to the next status.
  Note: Typically, workflow statuses should be enforced; however, some records do allow Users (with security rights) to bypass statuses (example: Problems can be manually closed without being formally resolved, if needed). To bypass a status, click Select Other Status in the Actions section.
- Resolve Within
- Solution Type
- Assigned To
Press TAB to move to the next field on the form.
Fields:
- The Description field is a Rich Text field. To format the text or embed an image, click the Zoom button .
- Submit a Workaround to your Knowledge Base or submit a Known Error to the Portal using their respective buttons in the Workaround and Known Error phase.
  Note: A full list of Fields is beyond the scope of this document. Export a schema document from CSM Administrator (Create a Blueprint>Tools>Export Schema) to view a full list of fields associated with a particular type of Business Object (example: Major).
Saving:
- Date, time, and user name information is recorded the first time the form is saved, and each time the form is modified.
- Clicking Savetriggers an audit of certain Problem information, such as Status, Priority, Owned By, Diagnosis, and Workaround. If a change is detected in one of those Fields, a Journal-History record is created to track the change. View the changes in the Problem Journals tab (Arrangement section).