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Motadata Docs

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).

Options to open Problem Details Page
Options to open Problem Details Page

The Problem Details page appears.

Problem Details Page
Problem Details Page

Subject and Description

You can see the complete subject and the description at the top of the details page.

Classifiers of Problem

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 Showing Problem Classifiers
Properties Showing Problem Classifiers
Properties Description
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.

Associated Actions for Problem

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
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.
Additional Actions for Problem
Additional Actions for Problem

Other Information

The other information displays additional details about the problem. You can also change them if required.

Other Info about the Problem
Other Info about the Problem
  • Category: Shows the category of the problem. Default values are: Software, Hardware, Network, HR, or Other.
  • Department: Name of the department to which the problem belongs.
  • Company: Shows the company associated with the problem. This field is available only if the Managed Services Provider feature is enabled.
  • Location: Shows the location from where the problem is generated.
  • Business Service: Shows the business service to which the problem belongs. You can also change it.
  • Nature of Problem: Shows the nature of the problem. Whether it is proactive or reactive.
  • Known Error: Shows whether the problem is a known error or not.
  • Current SLA: Shows the assigned SLA.
  • Escalation Level: Shows the escalation level of the problem.
  • Template: Shows the name of the template used to create the problem.
  • Last Update Date: Shows the date and timestamp of the last activity on the problem.

Problem Actions

On the top-right corner of the page, you will see a set of actions.

Action options on Problem Details page
Action options on Problem Details page
  • Previous: Click to go to the previous problem.
  • Next: Click to go to the next problem.
  • Close: Click on the Close Problem button to close the problem. Click here to see what happens when you close a problem.
  • More Actions: Click on the vertical 3 dots to see other actions available for the problem. The options are:
    • Ask for Approval: Select to create an approval.
    • Archive: Select to archive the problem.
    • Print: Select to print the problem details in PDF format.