Problem Details Page
On problem details page, you can see the complete details of the problem, and perform the desired activity. This page is accessible from the problem list page (by clicking on the problem subject).
On problem details page, you can see the complete details of the problem, and perform the desired activity. This page is accessible from the problem list page (by clicking on the problem subject).
The Problem Details page appears.
You can see the complete subject and the description at the top of the details page.
These properties tell you the current statistics of the problem and help you to classify them under different labels. When someone works on a problem, they update the labels accordingly. For e.g. if the status is closed, it means you do not need to do anything on the problem.
Properties | Description |
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Status | This label classifies the problem based on the status. The value in this label shows the current status of the problem. The default options are: Open, In Progress, Pending, Resolved, and Closed. |
Priority | The label classifies the problem based on the priority. The value in this label shows the current priority of the problem. The default values are: Low, Medium, High, and Urgent. |
Urgency | The label classifies the problem based on the urgency. The value in this label shows the current urgency of the problem. The default values are: Low, Medium, High, and Urgent. |
Impact | The label classifies the problem based on the impact factor. The value in this label shows the current impact of the problem. The default values are: Low, On Users, On Department, and On Business. |
Technician Group | The label helps you sorting the technician when there is a long list. Based on the value selected here, the values of Assignee dropdown changes. |
Assignee | The label classifies the problem based on the person to whom this problem is assigned. When the value is ‘unassigned’, it means that problem is not assigned to anyone. The values of assignee depends on the Technician Group value. |
Due by Status | Shows the time frame by which you should do all the work related to the problem. |
Add Tags | You can add the custom tags to quickly find the problems based on it. Also, system adds some default tags when based on certain labels and actions. |
You can create or update different actions and activities as a part of communication, collaboration, and resolution in the problem. The available types of actions are:
Action Types | Description |
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Analysis | You can add and manage different analysis actions related to the problem. The actions include: Root Cause Analysis, Symptoms, Impact, Work Around, Comments, Notes, and Solution. |
Tasks | You can add and manage different tasks related to the problem. |
Approvals | You can view the approvals given for the problem and remind the concerned technician about it. You can also ignore the problem if required. |
Relations | You can relate the problem with other requests, problems, change, release, assets, knowledge and projects. |
Work Log | You can add and manage the work log about the time and actions spent on the problem. |
Audit Trail | You can view the history of all the actions related to the problem right from its creation. |
Notifications | You can send notifications related to the problem. |
The other information displays additional details about the problem. You can also change them if required.
On the top-right corner of the page, you will see a set of actions.