View Problem Details

The problems details page contains organized information relevant to the problem request. On this page, technicians can instantly execute various actions.

Role Required: SDAdmin, Users with View Problems permission

In the Problems tab, select a problem request to view the problem details page.

Tabs in Problem Details Page 

The data in the details page is grouped under various tabs.

Details - Displays the overview of a problem with all template fields. 

You can add attachments and notes, track the conversations, and edit problem details.

• Analysis: Evaluate the problem based on the information available and record the following:
• Impact: Specify the effect of the problem on the organization. Include details on departments or any crucial services affected, if necessary.
• Root cause: Determine the underlying cause of the problem
• Symptoms: Specify the signs to identify the problem quickly in the future.

Learn more about problem analysis.

Solutions - Develop a resolution plan for the problem based on the analysis.

• Workarounds: Temporary solutions that can be implemented until the actual solution is ready
• Solutions: Permanent fixes to the problem raised.

Learn more about problem solutions.

Tasks - Add tasks in the problem request to split the work involved with different technicians. Learn more.

Work Logs - Track the volume of work undertaken by technicians while analyzing and resolving the problem. Learn more.

Associations - View all incidents associated with the problem. You can also attach/detach a change request with the problem request from the right pane.

History - Track the various operations performed on the problem request since the time of its creation. Learn more.

Right Pane 

The right pane provides an overview of the problem so that technicians assess problem at a glance.

• Click More Properties to access all problem details quickly.
• Under Associations, you can attach a change request to the problem.
  • Click New to create a change request from the problem.
  • Click Search to attach existing a change request. Select the change request and click Associate.
• View the number of incidents related to the problem request. Click the number to go to Associations tab and view incidents details.