Note

 

This documentation supports the 20.15.01 version of Remedyforce.

To view the latest documentation, click

Creating problems

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Problems and click New.
  3. Enter the required details in the Problem form. For information about problem fields, see Problem fields.
  4. Click Save.

Note

If you create a problem by using a template and you have a field of type Text Area (Rich) on the New Problem page, the template field values are shown on the form when you click Save.

When a record is created, the following action is recorded in the Problem History section that tracks the date and time when a record is created and the user details:

Created

Problem fields

Your system administrator can apply filters to a lookup field on the Problem form. Here are a few important points that help you understand the lookup filters.

  • If a filter is applied to a lookup field, only the records that match the filter criteria are displayed in the pop-up window. If the configured filter is optional, you can use the Show all results option to remove the filter.
  • Type ahead in the lookup type fields works only on the results that are the part of the filtered results. For example, on the Category lookup field, if a filter is applied to show only Hardware and Applications as the results, then type ahead only works for those two categories. Also, if you click the lookup icon to search for the other categories by typing in the search field, the search does not return any results unless you use the Show all results option to remove the filter.
  • If your system administrator has configured a custom lookup field, the type ahead functionality does not work when you are using the field for the first time. You must click the lookup icon and select the required option for the first time.

The following table provides a list of fields that are available on the New Problem form:

Field

Description

Problem Details

Problem Source

Select the source of the problem.

Category

Select the category of the problem. After you save the record, icon is displayed besides the value of category. When you click , the category tree is displayed. When you move your mouse over a category, the description of the category is displayed as a tooltip.

Description

Type a description of the problem that you want to resolve.

Resolution

Type the resolution that must be implemented for the problem.

Known Error

Select the check box to indicate the problem as a known error. If the problem is a known error, enter the workaround, if any, in the Workaround field.

Workaround

Type the workaround for the known error.

Status and Priority Details

Impact

Select the impact that you want to assign to the problem. The urgency and the level of impact are used to calculate the priority of the problem.

Urgency

Select the urgency that you want to assign to the problem. The urgency and the level of impact are used to calculate the priority of the problem.

Priority

After you select an urgency and impact and then save the record, the Priority field is populated. The priority is calculated depending on the urgency and impact values that you have selected.

Status

Select the status that you want to assign to the problem. You can track the progress of the problem through its stages by using this field.

Inactive

Select the check box to indicate that the current record is inactive. You might need to make a record inactive because the record is no longer valid, but must be retained for compliance with the records retention policy.

Note: Records marked as inactive are not included in any search performed on the database.

Date and Time Details

Opened

This field is filled with the date and time at which the problem is created.

Due Date

When you select an urgency and impact and save the record, the Due Date field is filled in. The due date is calculated based on the duration associated with the selected priority. If required, you can select a different due date from the calculated due date.

Closed Date

The system date is displayed in the field after you click Close.

Assignment Details

Owner

The name of the logged-on user who creates the problem is displayed in this field. You can change the owner of the problem after saving it. For more information about changing problem assignment, see Changing the problem owner.

Related topic

Customizing forms for the Remedyforce Console tab

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