2. Problem Management

Problem Management

• 2.1. Introduction
  • 2.1.1. What is a Problem?
  • 2.1.2. What is Problem Management?
  • 2.1.3. Reactive vs. Proactive Problems
• 2.2. Creating a Problem
• 2.3. Problem List View
• 2.4. Searching Problems
  • 2.4.1. Using a Search Bar
  • 2.4.2. Using Filters
• 2.5. Assigning a Problem
  • 2.5.1. Assigning from List Views
  • 2.5.2. Assigning from Details View
• 2.6. Working on a Problem
  • 2.6.1. Problem Details View
  • 2.6.2. Modifying Problem Subject and Description
  • 2.6.3. Classify a Problem
  • 2.6.4. Linking Knowledge Article/FAQ with a Problem
  • 2.6.5. Analyzing a Problem
  • 2.6.6. Investigation
    • 2.6.6.1. Symptom
    • 2.6.6.2. Root
    • 2.6.6.3. Impact
  • 2.6.7. Conversations
    • 2.6.7.1. Collaboration
    • 2.6.7.2. Adding Note
  • 2.6.8. Managing Task
    • 2.6.8.1. Adding a Task:
    • 2.6.8.2. Edit/Delete a Task
    • 2.6.8.3. Tasks Details Pane
    • 2.6.8.4. Closing a Task
  • 2.6.9. Resolution
    • 2.6.9.1. Add Workaround
    • 2.6.9.2. Add Solution
    • 2.6.9.3. Resolve Rules
  • 2.6.10. Adding Relations
  • 2.6.11. Custom Fields in a Problem
  • 2.6.12. Asking for Approval
    • 2.6.12.1. Initiating an Approval
    • 2.6.12.2. Different States in an Approval Process
    • 2.6.12.3. Managing Approval
    • 2.6.12.4. Approval Process
  • 2.6.13. Time Log in Problem
    • 2.6.13.1. Adding a Time Log:
    • 2.6.13.2. Edit/Delete a Time Log:
  • 2.6.14. Notifications in Problem
    • 2.6.14.1. Sending Notification:
    • 2.6.14.2. Viewing Notifications:
    • 2.6.14.3. System Defined Problem Notifications
  • 2.6.15. Watchers in Problem
    • 2.6.15.1. Adding/Editing People as Watchers
    • 2.6.15.2. How a Technician can add Himself as a Watcher:
  • 2.6.16. Closing a Problem
    • 2.6.16.1. Closing from List View:
    • 2.6.16.2. Closing from Details View:
    • 2.6.16.3. Closure Rules:
• 2.7. Known Problem
  • 2.7.1. Making a Problem Known
  • 2.7.2. Searching Known Problems
• 2.8. Audit Trail
• 2.9. Bulk Update and Delete
  • 2.9.1. Bulk Update
  • 2.9.2. Deleting a Problem
• 2.10. Managing Announcements for Problems
  • 2.10.1. Creating Announcement from List View
  • 2.10.2. Creating a Problem-Specific Announcement:
  • 2.10.3. Editing an Announcement
  • 2.10.4. Deleting an Announcement
  • 2.10.5. Turning off an Announcement
• 2.11. Export