Viewing Problem Details

To view problem details:

• Click the Problems tab. This opens the Problems List View.
• Click the subject link of the problem to view the problem details. This opens the Problem Details page. 
• From the problem details page, you can navigate to the previous or the next problem using the navigation buttons on the top right-hand side corner.

Here’s a quick rundown of all the tabs and their functionalities on this problems details page:

Details Tab

The details tab shows general details of the problem such as category, technician, status, priority, urgency, impact, requester, reported date, due by date, closed date, affected IT services and assets Involved.

You will see the list of tasks that can be performed on the problems at top of the Problems details page. Click the Edit button to edit all the details of the change. You also have inline edit option for all the details. To modify the details of the problem click the details and choose the option from the combo box.

Analysis Tab

In the analysis tab, the technicians analyze the root cause and impact of the problem and attach the same as part of the problem. They also specify the symptoms of the problem to identify the same problem in the future.

Solution Tab

In the solution tab, resolution for the problem is given as workarounds and solutions. Workarounds are temporary solutions that can be used by the technician until the actual solution is ready. Solutions are the permanent fixes to the problems raised.

Problem Conversations

In the Conversations tab, you can view all technician conversations related to the problem. If the conversation has any attachments, then the attachment icon can be viewed in this block.

You can forward/reply to conversations from within the problem details page.

• To reply to a notification, hover over the notification and click .

• To reply to all conversations in a thread, hover over the thread and click .

• To forward a notification, hover over the notification and click .

You can also save an email/response as a draft.  Find the saved drafts in the right panel of the problem details page.

History Tab

The history tab shows the problem history from the time of its creation. It shows all the actions performed in the problem. The details that are displayed in the history are in the ascending order with the oldest performed action shown at the top of the page and the latest action at the bottom of the page.

You can further search for specific entries based on time, fields, and operations.