Create New Problem
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
The new problem form can be accessed by two ways in ServiceDesk Plus
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
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
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
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.