Process Problems

Assign and update problems

To assign a problem, follow these steps:

1. Navigate to Problem Management → All Problems.
2. Open the problem you need to assign.
3. Click the magnifier icon next to the Assigned group or Assigned user field.
4. Select the responsible person or group to assign the problem.
5. Click Save or Save and exit to apply the changes.

Alternatively, simply click the Assign to me button to assign a problem to the current user. The button is available for all agents who are not currently assigned to the problem, but have the ITSM_agent role or are members of the group specified in the Assignment group field.

The Assign to me button moves the problem into the Assigned state.

Whereas the Assigned to field is completed with the name of the current user, the Assignment group field is completed depending on the following conditions:

• If the Primary group (primary_group) field on the current user's page is completed, then an empty Assignment group field is completed with the primary group value on the problem form.
• If the Primary group field on the current user's page is completed, but the Assignment group on the problem form is filled with a different value, then the Assignment group is completed with the primary group value.
• If the Primary group field is empty, but the Assignment group is completed with a group to which the user belongs, then the Assignment group field keeps its value.
• If the Primary group field is empty, but the Assignment group is completed with a group to which the current user is does not belong, then the Assignment group is cleared.

If the Assignment group field is updated when the Assigned user field is empty, then the system sends a notification to the members of the assigned group.

To update a problem, follow these steps:

1. Navigate to Problem Management → All Problems.
2. Open the problem you need to update.
3. Change the fields as required.
4. Click Save or Save and exit to apply the changes.

Closure information

In accordance with its state model, a problem should be completed when it has been fully processed. The Closure information tab appears once a problem moves to the Completed state.

Field	Mandatory	Description
Complete originators	N	Select this checkbox so that the originators of this problem – its related incidents – get completed along with it.
Closure code	Y	Specify a closure code: Solved 1st level – Service desk agents of the 1st level solved the problem without functional or hierarchical escalation. Solved 2nd level – Service desk agents of the 2nd level solved the problem (service desk agents of the 1st level were unable to solve it). Not solved (Cannot be reproduced) – Agents could not reproduce the problem and did not find any dysfunction. Not solved (Created by mistake) – When the entity is not a problem.
Closure notes	Y	Add some notes summarizing the implementation process. You can add a quick response by clicking the Quick Responses widget icon , if the widget is added to the form. Read more in the Quick Responses article.

Complete problems as originators

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A problem can be the originator of a change request.

This relationship is set by creating a change request via a problem's burger menu . You can also specify the change request in the problem's Solved by changes field, or specify the problem in the change request's Caused by problems field.

If a corresponding change request is completed with the Complete originators checkbox selected, this problem is also completed. It is assigned the Solved 2nd level closure code. Its Closure notes is populated with this field's value from the change request.