The goal of problem management is to minimize the adverse impact of incidents and problems on the business that are caused by errors within the IT infrastructure and to prevent recurrence of incidents related to these errors.
The new problem form can be accessed by two ways in ServiceDesk Plus application,
a. Quick Actions drop down
b. Problems Tab
Quick Actions drop-down menu
The Quick Actions drop-down menu is a quick navigator to instantly access the New Problem form. Click Quick Actions drop-down menu -> Problem under Create New block.
Click the Problems tab in the header pane.
Click the New Problem button to open the New Problem form.
Specify the user who has requested the problem in the Requested By field. You can also select the user by conducting a search in the requesters list using the icon .
Select the Technician from the drop down. If you have configured Sites in the application, then Sites drop down appears. Select the Site in which the problem has occurred. The Technicians associated to the sites gets listed in the technicians drop down.
Select the Category, Sub Category and Item from the drop down.
Select the Status of the problem, say Open from the drop down.
Select the Impact, Urgency and Priority of the problem from the drop down.
Select the Due by Date and the Closed Date from the calendar button.
Select the affected IT Services from the list by clicking on the icon .This opens the Services Affected pop up box as shown below. Select the affected IT services and Save the changes.
Select the Assets
Involved with the problem by clicking the icon .
The Select Assets page pops up.
Select the asset category from Type of
Assets drop down. Say, Workstations, Printers, Routers, Switches,
all assets, all site assets and so on. All
Assets lists the assets within your permission scope.
Say, John, a technician, is associated to Site1 and Site2. John has the privilege to view the assets associated to Site 1 and Site 2. So, if John is creating a problem arising in Site 1, the Type of Assets - All Site Assets lists the assets available only in the selected Site 1 and All Assets lists the assets available in Site 1 and Site 2.
Select the Available Assets under the selected type from the list and move to Assets involved using >> button. Click Save.
Specify the Title of the problem. The title is a mandatory field.
Specify the details of the problem in the Description field.
If you have any file attachments for the problem click Attach File button and attach files. Maximum size of an attachment can be 100 MB.
Save the details.