Create a new problem

The goal of problem management is to minimize the adverse impact of incidents and problems on the business that are caused by errors within the IT infrastructure and to prevent recurrence of incidents related to these errors.

The new problem form can be accessed by two ways in the ServiceDesk Plus application,

1. Quick Actions
2. Problems Tab

Quick Actions drop-down menu

The Quick Actions drop-down menu in the header tab is a quick navigator to instantly access the New Problem form. Click Quick Actions >> Create New >> Problem.

Problems Tab

• Go to the Problems tab and click New Problem.
• Specify the user who has reported the problem in the Requested By field. You can also click the icon to open the user list and search.
• Choose the Site in which the problem has occurred. The Site drop-down appears only if you have configured sites in the application.
• Select the support group to handle the problem in the Group drop-down. The groups will be listed based on the selected site.
• Select the Technician to handle the problem. The technicians will be listed in the drop-down based on the site and the group selected.
• Choose the Category, Sub Category, and Item from the drop-down menu.
• Select the Status of the problem.
• Select the Impact, Urgency, and Priority of the problem from the drop-down menu.
• Select the Due by Date from the calendar button. The Closed Date field will be auto-filled when the status of the Problem is changed to closed.
• Specify the affected IT Services in the Services Affected dialog box. Click the icon to open the Services Affected pop-up box, select the affected IT services, and click Save.
• Specify the assets related to the problem in the Assets Involved dialog box by clicking the icon. In the Select Assets page, specify the type of asset. The list of available assets under the selected type is displayed. Move the assets related to the problem to the Assets Involved field using the button and click Save. Note that the assets are listed based on your permission scope.
• Specify the Title of the problem. The title is a mandatory field.
• Specify the problem details in the Description field.
• You can add file attachments to the problem by clicking Attach File. The maximum size of an attachment can be 10 MB.
• Click Save.