Use the Problem Form to log, edit, and track Problems. The form is made up of four main areas:
- Default Form: Displays Problem number, status, and Created By information.
- Form Arrangement: Dynamically displays linked records (Child Records) that are in a relationship with the parent Problem Record.
- Form Area: Displays the form fields for the tab selected in the Form Arrangement. The Overview form contains the most of the information needed to perform the Problem workflow.
- Actions List: Dynamically displays a list of actions that are available for the current Incident.
- Assign to Me: Make yourself (Current User) the User owner for the Problem.
- Select Other Status: Choose a different status from a dialog box.
- Notify Impacted Customers of Update: Send an e-mail message to the Customers associated with Incidents linked to the Problem.
- View Impacted Configuration Items: Opens a window with a visualization of the affected Configuration Item(s).
- Generate Root Cause Analysis Tasks: Tasks associated with root cause analysis appear in the Tasks tab in the Form Arrangement.
- Resolve Linked Incidents: Change the status of linked Incidents to Resolved.
- Create Knowledge Article: Create a Knowledge Article using the text from the Workaround field.
- Publish to Top Issues in Customer Portal: Publish the text from the Diagnosis and Workaround fields to the Portal. Customers can access the update by clicking the Top Issues link in the Portal.
- Publish Workaround to Customer Portal: Adds the Problem and workaround to the Active Problems section in the Portal.
- Publish Known Error to Customer Portal: Adds the Known Error to the Portal.
The following table describes the fields on the form.
|Form Area - Overview|
|Step 1: Identify and Classify||Record the basic details.|
|*Title||A concise description of the Problem.||
|*Description||A detailed description of the Problem.||*Required. Full-Text field (searchable).|
Service, category, and subcategory affected by the Problem.
For more information, see Service Categorization.
|Primary Configuration Item||Main CI involved in the Problem.|
|Assigned Team/Assigned To||Select a User owner for the Problem. The Team owner is populated by the selected User owner's default Team.|
|*Priority||Indicates the established timescales and effort to resolve a Problem. Priority is derived from an impact and urgency Priority Matrix.||*Required. For more information, see Priority.|
|Resolve By||Assign a required resolution date.|
|Step 2: Analyze the Problem|
|Probable Causes||Possible causes for the Problem.|
|Root Cause||Enter a Root Cause, if known.|
|Step 3: Resolve the Problem||Record the workaround and update Customers.|
|Workaround||Provide an explanation of a workaround for the Problem.||The Workaround field is required to create a Knowledge Article. The new Knowledge Article pulls information from the following fields: Short Description, Detailed Description, Service Classification, Workaround, Diagnosis, and Resolution.|
|Solution||Determine if the solution is No Solution, Known Error, or Permanent Fix.|
|Overview||Overview of the current problem.|
|Journals||Displays related Journal records that are created to track User notes/comments, Customer requests/comments, field and status changes, Queue history, and e-mail correspondence.|
|Tasks||Displays related Tasks.|
|Configuration Items||Displays CIs that are related to/support this Problem (example: Primary CI).||For more information, refer to About CMDB.|
|Incidents||Displays related Incidents that linked to/affected by the Problem.|
|Change Request||Displays Change Requests that involve this Problem.||For more information, refer to About Change Requests.|