This documentation supports the 18.08 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Creating a problem from an incident

If you fulfill the Problem Coordinator role, you can create a problem investigation from an incident request.

To create a problem investigation from an incident request

  1. Open the incident request record.
  2. Create the problem investigation.

    1. From the Quick Action area, click the arrow beside Create Related Request.
      If you are working on a hub server in a Hub and Spoke environment, you are asked to identify the company you are creating the record for. Select the company from the drop down list, then click Create. The Problem Investigation form opens on the spoke server of the company you chose (where it will also be saved).
    2. From the menu, select Problem Investigation.
    The Problem form appears. The details are copied from the incident request to the Problem form and a relationship is created between the problem investigation and the incident request.
  3. Complete the Problem form as described in Recording additional investigation information and in Indicating impacted areas.
  4. Click Save.

Mapping values from the Incident form to the Problem form

The following table lists the fields that are copied from the incident request form to the problem form when you create a problem investigation directly from an incident request.

The Product Categorization fields on the problem investigation record (Product Categorization Tier 1, Product Categorization Tier 2, Product Categorization Tier 3, Product Name, Model/Version and Manufacturer) generally inherit their values from the Resolution Product Categorization fields on the Incident form. However, if the resolution product categorization fields, and so on, are not set on the Incident form, the product categorization fields on the Problem form inherit their values from the Product Categorization fields on the Incident form. 

While resolving an incident, it is not mandatory to fill the fields listed in the Resolution Product Categorization section.

Mapping values from the Incident form to the Problem form

Incident form fields

Problem form fields

Categorization Tier 1

Categorization Tier 1

Categorization Tier 2

Categorization Tier 2

Categorization Tier 3

Categorization Tier 3

Company

Company

Contact Company

Contact Company

Department

Department

Description

Description

Detailed Description

Detailed Description

Impact

Impact

”Under Review”

Investigation Status

Manufacturer
or
Resolution Manufacturer  (see Note above)

Manufacturer

HPD_CI  ( this is the CI name)

PBM_CI

HPD_CI_ReconID (this is the CI Reconciliation ID)

PBM_CI_ReconID

Product Categorization Tier 1
or
Resolution Product Categorization Tier 1  (see Note, above)

Product Categorization Tier 1

Product Categorization Tier 2
or
Resolution Product Categorization Tier 2  (see Note, above)

Product Categorization Tier 2

Product Categorization Tier 3
or
Resolution Product Categorization Tier 3  (see Note, above)

Product Categorization Tier 3

Product Model/Version
or
Resolution Product Model/Version  (see Note, above)

Product Model/Version

Product Name
or
Resolution Product Name  (see Note, above)

Product Name

Region

Region

Service

ServiceCI

ServiceCI_ReconID (this is the Service Reconciliation ID)

ServiceCI_ReconID

Site

Site

Site Group

Site Group

Site ID

Site ID

Estimated Resolution Date

Target Resolution Date

When creating a related problem investigation from an existing incident, the problem should carry over any information from Notes and Summary fields of the related incident. The new problem should be related to the existing incident using one of the Relationship Types. 

The Problem Location should default to the location of the current logged in user.  The user can change the location as needed.

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