Creating a New Problem

The goal of problem management is to minimize the adverse impact of incidents and problems on the business that is caused by errors within the IT infrastructure and to prevent recurrence of incidents related to these errors.

To create a new problem:

• Click the problems tab on the header pane. This opens the problems list view page.
• Click New Problem.
• Select the required template from the Select Template drop-down list. This option will be available only if problem templates are configured in the application.
• In the Reported by field, select the requester from the list by clicking . This opens the requester list page.
• Select the requester from the list by clicking on the requester title.
• Select the technician, category, subcategory, item, status, impact, urgency and priority from the corresponding combo boxes.
• Next, select the due by date and the close date from the calendar button.
• Select the Services Affected from the drop-down.

• Select the Assets Involved from the list by clicking the icon  . 
• Mention the CIs Involved.
• Specify the title of the problem in the text field. This is a mandatory field. 
• Specify the details about the problem in the description field.
• If you have any file attachments for the problem, click  button to attach file or simply drag and drop a file. The maximum size of an attachment can be 10MB.
• Under Tasks section, choose the required tasks from the list of tasks associated with theapplied problem template. The selected tasks will be automatically triggered upon successful problem creation.
• Click Save.