The problem page consists of the field group that contains general data, and several tabs.
General information about the problem.
| Topic | Brief description of the problem. |
| Number | Number of the problem. The system automatically generates numbers in accordance with a pattern. Use the “Problem number pattern” system setting to customize the automatic numbering of the problems. This is a non-editable field. |
| Description | Detailed description of the problem. For example, specify the circumstances that contributed to the problem cause or its influence on the service availability. |
| Bulk email owner iformation macros | Service team member who is responsible for resolving the problem. |
| Assigned team | Group of specialists within the department who are responsible for resolving the selected problem. You can customize user groups as the elements of the organizational structure in the [Roles and users] section. |
| Status | Status of the problem, for example, “New”, “Under investigation” or “Resolved”. This is a required field. |
| Priority | Relative importance of resolving the problem. |
The tab contains data received from problem registration.
| Type | List of possible problem types, e.g., “Known error” or “Problem”. |
| Service | Service that is used for problem resolution. |
| Configuration item | Configuration item during the operation of which the problem emerged. |
| Author | User who registered a new problem. |
| Reported on | Date and time when the problem was registered. The field is non-editable and is filled in automatically with the current date and time. |
| Scheduled resolution time | Planned date of problem resolution. |
Cases
Incidents and service requests that are connected to the problem. It displays information from the [Cases] section. To connect a case to a problem, fill in the [Problem] field on the [Resolution] tab of a case page.
Once the [Add] button is clicked, a lookup window will open, where you can select one or several cases that should be connected to the problem.
To remove a case from the list, use the [Delete] option.
This tab displays information about the actual resolution time and the solution found.
| Change | Change that was initiated for the current problem resolution. |
| Decision | Description on how to resolve a problem. |
| Actual resolution time | Date when the problem status was changed to “Resolved“. |
| Closed on | Date when the problem status was changed to “Closed“. |
Files and web links related to the problem. Read more >>>
Attachments
Use this detail to store files and links related to the problem. For example, a file with the problem diagnosis result or a screen shot of the error.
Feed messages connected to the current problem.
