Add Information to a ProblemAdd Information to a ProblemAfter you create a problem record, you can add information to it or associate other information with it. This topic explains adding information to the problem record you created.
Classification—Classify the problem to categorize the information and enable solution searching, routing, and reporting.
Ownership—Take ownership or select an owner for the problem. Ownership implies overall responsibility for the problem.
Search for a solution—Search for and apply a solution. If an existing solution is not applicable, create a solution.
Assets, locations, and configuration items—After specifying the primary affected asset, location, and configuration item in the designated fields, you can specify multiple related assets, locations, and configuration items in the Multiple Assets, Locations, and CIs table window. For example, if you are creating a ticket to install graphic software on all Product Managers' laptops, you can define the primary (targeted CI) as ‘Product Managers' Laptops’. Using the Multiple Assets, Locations, and CIs table window, you — or another user — can eventually refine this into the actual list of Product Manager laptops.
Global record—Identify the problem as a global issue if it affects many users or causes other issues.
Service level agreements (SLAs)—Apply a service level agreement to this record by selecting an SLA action from the Select Action menu.
Known errors—Identify a problem as a known error by selecting the Is Known Error? check box. This means that the problem has a solution or a known workaround. Selecting this check box adds the problem to the collection of known errors that service desk agents use to provide quick resolution to related problems.
Add information on other tabs:
Activities tab: To specify needed activities and labor to resolve the problem and to report time to complete the activities.
Related Records tab: To create or view relationships to other tickets and work orders. To search for similar tickets, use the Show Similar Tickets action.
Solution Details tab: To enter or link solution information for this problem.
Log tab to enter or view detailed "notepad" and communications information for the problem.
Failure Reporting tab: To record and view problems, causes, and remedies. Use the data on this tab to identify trends and isolate probable causes of failures.
Specifications: to classify an incident and specify attributes to further define it.