Editing a problem

To edit a problem:

• Click the Problems tab in the header pane. This opens the Problems List View page.
• Click the subject link of the problem that you want to edit. This opens the Problem Details page.
• Now you will see the tasks that can be performed on the problem at the top of the page.
• Click the Edit link at the top of the page to modify the problem details. This opens the Edit Problem page.
• On this page, you can change the status of the problem based on the life cycle configuration. from open to close, and also change the entire template to a new one apart from the regular editing of the problem details.

Alternatively, you also have an inline edit option to modify the problem details in the problems list view page. Click theicon beside the subject link of the problem and choose Edit.

• This will open the Edit Problem page.
• After modifying the values, save the changes. This comes in handy when you need to edit the values of the entire block say problem details one by one.  

Modifying the Problem Template

To change the template of an existing problem,

• Edit the required problem.

• Click the Select Template drop-down and choose the required template.

• A pop-up displays asking you to choose one of the following options:

  • Overwrite all existing field values: Choosing this option rewrites all the field values using the values configured for the new template.

  • Overwrite only empty field values: Choosing this option rewrites only the empty fields with the values configured for the new template.

  • Do not overwrite: Choosing this option leaves the existing field values of the problem undisturbed.

• You can also choose to delete the tasks and task dependencies of the existing template by enabling the corresponding checkbox.

• Click Apply.

Modifying the Problem Details

In the editable problem form, you can change the problem details, such as status, impact details, urgency, priority, affected IT services, and assets Involved in the problem.  

Modifying the Owner Details

You can modify the owner or reporter details and technician details of the problem.

Modifying dates:

You can also edit the reported date and due by date of the problem. If the problem has been closed, then the closed date will be displayed beside the due by date.

Modifying the Problem Category

If category, subcategory or item of the problem were not appropriately chosen at the time of submitting, you can make the necessary modifications to the problem by selecting from the corresponding dropdown list.

Modifying the Problem Description

You can modify the title and description of the problem to completely capture the actual nature of the task at hand.

Appending Attachments 

If you wish to attach more files to the problem, click Attach a file icon  and attach as many files as you wish from your computer. Alternatively. you can also drag and drop the files in the attachments box. You can also delete the attachments that were already available in the problem by clicking the Delete icon  available beside the attachments.