Create Records Related to Problems

If solving a problem requires the participation of different departments, an agent can create a problem task for each of them. An agent can also create change requests if it is necessary for problem resolution, as well as establish other record relationships.

Create a problem task

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Role required: problem_manager.

To create a new problem task, follow the steps below:

1. Navigate to Problem Management → All Problem and open the required problem record.
2. In the Related Lists area, select the Problem Task
3. Click New and fill in the fields.
4. Click Save or Save and exit to apply the changes.

Problem Task form fields

The Number field is populated automatically and has the PBTXXXXXXX format.

General

Field	Mandatory	Description
Problem	Y	Contains the related problem number. To assign another problem, click the magnifier icon and select a record from the list.
Subject	N	Add a short description of the problem task.
Description	N	Add a detailed description of the problem task.
Followers list	N	Specify the users to receive notifications, when: A Work note is added to the Activity Feed. The record state changes. The value of the fields Assignment group, Assigned user changes. The agent adds or deletes a follower. The users will not receive notifications when a user Follows or Unfollows the record on their own using a corresponding UI action on the form. The field is read-only when the record is in the Canceled or Closed state.
State	Y	Specify the work state and progress. Available options: Registered In progress Completed Closed Canceled The Closed state is set automatically when the parent problem moves to the Closed state.
Assignment group	Y	Specify a user group responsible for completing this problem task. When a problem task is assigned to a responsible group, the Assigned user field becomes non-mandatory.
Assigned user	Y	Specify a user responsible for completing this problem task. When a problem task is assigned to a responsible user, the Assigned group field becomes non-mandatory.

Notes

Field	Mandatory	Description
Work notes	N	Add work notes. The field becomes mandatory when: the Assigned user changes the state to Completed, Canceled or Closed. other user with the ITSM_agent role changes the State value.

Schedule

Field	Mandatory	Description
Planned start datetime	N	Date when the assigned person is supposed to start working on this task.
Planned end datetime	N	Date when the task should be in the Completed or Closed state.
Actual start datetime	N	Date when the assigned person started working on this task. The agent should fill in this field.
Actual end datetime	N	Date when the assigned person finished working on this task. The agent should fill in this field.

Closure Information

Field	Mandatory	Description
Closure notes	N	Add information summarizing the task implementation.

The Follow / Unfollow UI actions are available on the form. If you click Follow, you will be added to the Followers list and start receiving notifications. If you click Unfollow, you will stop receiving notifications about the changes in the record.

Access to the form fields

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The read or update access to certain fields of a record can vary depending on the current user's roles.

• The users with the ITSM_agent or problem_manager roles, other than the creator of the problem task or the assigned user, can:
  • View the record.
  • Submit Work notes in all states of the problem task other than Closed.
  • Edit the State, Assignment group, and Assigned user field values in all states of the problem task. The Work notes field becomes mandatory in this case.
  • Edit the Followers list field value.
• The caller can:
  • View the record, except for the Work notes field.

Problem task state model

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Create a change request

If resolving a problem requires making a change in your system, you can create a change request.

To do so, in the burger menu , click Create change and select one of the following options:

• Standard change
• Normal change
• Emergency change

For more information on the change request types, see Change Types and State Models.

A problem may be automatically completed when completing the created change request.

Create relationships

tip

Role required: problem_manager.

You can create relationships between problems and other record types. Complete the following steps:

1. Navigate to Problem Management → All Problems and open the problem record you need.
2. Open the Related Records tab.
3. Click the magnifier icon next to the respective field.
4. In the window that appears, select the necessary option.
5. Click the Save or Save and exit to apply the changes.

Field	Description
Solved by changes	Specify change requests that helped to resolve the problem. The field is automatically populated with the change requests created from this problem, but you can add more if needed.
Caused by changes	Specify the change requests that caused the problem.
Related problems	Specify the problems related to this problem.
Related articles	Specify the articles from the Knowledge Base related to this problem.
Known error	Add a known error record from the Known Errors database.
Related incidents	Specify the incidents related to this problem. The field is automatically populated with the incidents created from this problem, but you can add more if needed.
Related user query	Specify a user query related to this problem.
Related change	Specify the change request related to this problem. The field appears if the problem's Postponement cause is set to Solved by change. The field is mandatory. It is cleared when the problem record is saved with the Postponement cause set to any option other than Solved by change.