Associate Problem to a Request

You have an option to add, associate, view and detach a  request to a problem. A set of similar requests can be associated with a problem for easier tracking. You can also add a new problem or detach the existing problem to a request. While adding/associating/detaching a problem the approval status of the request does not change. 

Associate problem to request:

• Click the Requests tab in the header pane. This opens the Request list view page.
• Click the subject link of the request for which you want to add a problem. This opens the request details page.
• Click Search on the right-hand side of the description field in the Associated problem block.
• Select the type of problem to be displayed by selecting from the filters drop-down. On selecting the problem type, the corresponding problems get listed

• Select any one problem to be associated with the request.
• Click the Associate button to associate the respective problem with the request. You can associate the same problem with different requests. 
• Once the problem is associated with the request, the Detach option appears next to the associated problem on the right-hand side panel.

Add problems to requests

• Click the Requests tab in the header pane. This opens the request list view page.
• Click the subject link of the request for which you want to add a problem. This opens the request details page.
• Click New on the right-hand side of the description field in the Associated problem block. This opens the New Problem form.
• The details such as status, impact, urgency, priority, category, subcategory, item along with subject and description remain the same as of the request. If required, you can modify these details by selecting from the combo boxes against each of them.
• Select the Reported by user from the list by clicking the requester icon. This opens the Requester List page.
• Click the requester title to select a requester. You can sort the names using the alphabets mentioned on top of the page. Once you select the dialog box will close.
• Now, select the technician from the combo box in the form.
• Select the due by date and the closed date from the calendar button.
• To add any attachments, drag and drop them into the drag and drop files here box or click  (the maximum size of an attachment is 10MB).
• Click Save.

View associated problems

You have an option to view the newly added problems or the problems associated with the request.

• From the request list view page, click the subject link of the request that has the problem that you wish to view. This opens the request details page.
• The associated problem is listed under the Associated problem block on the right-hand side panel.
• Click the subject link of the problem to see the problem details.

Detach request from a problem

• To detach a problem, click the subject link of the request that you wish to detach the problem from. This opens the request details page.
• The associated problem is listed under the Associated problem block on the right-hand side panel.
• Click Detach. The problem gets detached from the request.
• If you wish to add another problem to the request, then the existing problem has to be detached.