Associate Problem to Request
You have an option to add, associate, view and detach problem to requests. Similar problem occurred to Incidents (requests) can be associated in order to track the problem occurred for the same request. You can also add new problem or detach the existing problem to a request. While adding/associating/detaching a problem the approval status of the request does not change.
You can also associate the existing problem to the request. To associate problem,
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Click the Requests tab in the header pane. This opens the request list view page.
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Click the Subject link of the request for which you want to add a problem. This opens the request details page.
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Click the Actions drop-down menu -> select Search Problems link. The Associate Incidents to problem window pops up showing the list of Open Problems with Incident Category by default.
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Select the type of problem to be displayed by selecting from the Filter Showing combo box on the top left hand side of the page. Ex: Open Problems or All Problems and so on. On selecting the problem type the corresponding problems gets listed.
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Select any one problem to be associated with the request by enabling the radio button beside the title of the problem.
6. Click Associate button to associate respective problem to the request (particular selected request). You can associate the same problem to different requests.
7.Once the problem is associated to the request, the View Problem and Detach from Problem option appears under Actions combo box.
You can add new problem to requests. To add new problem,
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From the request list view page, click the Subject link of the request for which you want to add a problem. This opens the request details page. Click New Problem button on the right hand side of description field.
[OR]
Alternatively, you add a new change from the Associate Problem to Incident pop up page. Click New Problem button below the filter showing combo box. This opens the New Problem form. -
The details such as Status, Impact, Urgency, Priority, Category, Sub category, Item along with Subject and Description remains the same as of the request. If required, you can modify the same on selecting from the combo box.
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Select the Reported By requester from the list by clicking on the Requester icon
.This opens the requester list page and click the requester title. -
Select the Technician from the combo box.
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Select the Due by Date and the Closed Date from thecalendar button.
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Select the affected IT Services from the list by clicking on the icon
.This opens the Services Affected pop up box. Select the affected IT services and Save the changes. -
Select the Assets Involved with the problem by clicking the icon
.This opens the Select Assets page. Select the Type of Assets or the category of assets to be involved from the combo box. Ex: Workstations, Routers, Switches and so on. Select the Available Assets under the selected type from the list and move to Assets involved using >> button. And Save the changes. -
If you have any file attachments for the problem click the Attach File button and attach files. The maximum size of an attachment is 10 MB.
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Save the changes. A new problem gets added in the problem list view page.
You have an option to view the newly added problems or the problems associated to the request.
To view the problem,
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From the request list view page, click on the request for which you wish to view the problem. This opens the request details page.
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Click View Problem button on the right hand side of the request description.
[OR]
Click Actions drop-down menu -> select View Problem option. This displays the Problems Details page of the problem added/associated to the request.
If you want to add another problem to the request then the existing problem has to be detached. To detach a problem,
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From the request list view page, click the request you wish to detach the problem. This open the request details page.
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Click Actions combo box -> Detach from Problem option. The request is detached from the problem.