Problems (SP) Application

You use the Problems (SP) application to create and modify problem records. You create a problem record to capture an unknown, underlying cause of one or more incidents. You resolve a problem when you identify its root cause so that similar incidents in the future are prevented or have a lesser business impact.

A problem record is a type of ticket. Other ticket types are service requests and incidents. The Problems (SP), Incidents (SP), and Service Requests (SP) applications are closely related and share many features. You can define relationships between tickets, link them for information purposes, and view details for them in the appropriate applications.

You can associate other records with problems:

• Apply a ticket template to complete many of the fields.

• Apply a service level agreement to specify the commitments and escalations to be associated with this problem.

• Apply a customer agreement and price schedule to specify services and prices for work for this problem.

• Apply a response plan to specify the responsible person, group, or vendor, and to specify actions or notifications for this problem.

The Problems (SP) application contains the following tabs:

List: to search for problem tickets. Also, to select multiple problem tickets and change their status, or assign or take ownership of them.

Problem: to create, view, modify, or delete information that identifies the problem record. Search for possible solutions. Once the underlying cause is identified, mark the problem as a known error.

Activities: to report actual labor time spent resolving the problem and create, delegate, and track activity work orders for the problem.

Related Records: to relate, view, and navigate relationships between service requests, incidents, problems, and other records.

Solution Details: to add or view solution information for this record.

Log: to create, view, modify, or delete work log entries, and view communication log entries.

Failure Reporting: to view and record failure information for assets and locations on a problem record.

Specifications: to classify a problem and specify attributes to define it further.