Creating a problem investigation from a problem candidate cluster

You can create a problem ticket in BMC Helix ITSM for further investigation of a problem candidate cluster. When you accept a problem candidate, BMC Helix ITSM automatically creates a problem ticket in the Draft status and prepopulates relevant details, such as the description and priority. You can review and edit these details, and then save the ticket.

Before you begin

• You must be a problem coordinator user to create a problem investigation in BMC Helix ITSM.
• You must have access to the company for which you want to create a problem investigation.

To create a problem ticket from the cluster

1. In the Console, select a problem candidate cluster.
2. In the Cluster Details panel, click Create Problem.
   BMC Helix ITSM performs the following actions:
   • Updates the problem candidate's status to Accepted in the  Console. 
   • Adds the problem ID to the relevant cluster in the  Console. 
   • Adds an activity note to the problem investigation.
   • Prepopulates some fields from the cluster details into some fields of the Edit problem page.
3. On the Edit problem page, review the prepopulated field details and add or edit them as required.
   
4. Click Save.

To reject a problem candidate cluster

1. In the  Console, select a problem candidate cluster.
2. In the Cluster Details panel, click Reject Problem.
3. In the Reject Candidate panel, enter the details of rejection in the Reason for rejection field. 
4. Click Yes.
   After you reject a problem candidate, BMC Helix ITSM updates its status to Rejected in the  Console.