Problem Management

Problem Management

• Introduction
  • What is a Problem?
  • What is Problem Management?
  • Reactive vs. Proactive Problems
• Creating a Problem
• Problem List View
• Searching Problems
  • Using a Search Bar
  • Using Filters
• Assigning a Problem
  • Assigning from List Views
  • Assigning from Details View
• Working on a Problem
  • Problem Details View
  • Modifying Problem Subject and Description
  • Classify a Problem
  • Linking Knowledge Article/FAQ with a Problem
  • Analyzing a Problem
  • Investigation
    • Symptom
    • Root
    • Impact
  • Conversations
    • Collaboration
    • Adding Note
  • Managing Task
    • Adding a Task:
    • Edit/Delete a Task
    • Tasks Details Pane
    • Closing a Task
  • Resolution
    • Add Workaround
    • Add Solution
    • Resolve Rules
  • Adding Relations
  • Custom Fields in a Problem
  • Asking for Approval
    • Initiating an Approval
    • Different States in an Approval Process
    • Managing Approval
    • Approval Process
  • Time Log in Problem
    • Adding a Time Log:
    • Edit/Delete a Time Log:
  • Notifications in Problem
    • Sending Notification:
    • Viewing Notifications:
    • System Defined Problem Notifications
  • Watchers in Problem
    • Adding/Editing People as Watchers
    • How a Technician can add Himself as a Watcher:
  • Closing a Problem
    • Closing from List View:
    • Closing from Details View:
    • Closure Rules:
• Known Problem
  • Making a Problem Known
  • Searching Known Problems
• Audit Trail
• Bulk Update and Delete
  • Bulk Update
  • Deleting a Problem
• Managing Announcements for Problems
  • Creating Announcement from List View
  • Creating a Problem-Specific Announcement:
  • Editing an Announcement
  • Deleting an Announcement
  • Turning off an Announcement