📄️ Overview
The Problem management group has the options that are specific to customize the problem module. It has the following features:
📄️ Problem Form
The layout of the problem management has all the fields required to manage the problems of an organization. However, to meet the organization’s needs, you can modify the default template and add new fields. The fields can later be used in the automation settings also.
📄️ Problem Category
Categories enable you to bring the similar problems under a single group. This helps the technicians in filtering out the required problems easily and quickly from a huge list. The system provides the below categories by default:
📄️ Problem Status
Problem Status determines the progress of the Problem tickets. Using these you can know how much work is done or pending on the ticket and accordingly actions can be taken. The system provides some default status values that are ready for use.
📄️ Problem Templates
Templates are readymade forms which can be used while filling up the problem form. The user only needs to select them and the form will get automatically filled. These are convenient when a problem is of standard or recurring type. The advantages of using a template are:
📄️ Problem Custom Rules
The custom rules help you to enforce the organization’s compliance while processing a problem. Using these rules you can ensure that any change in the problem attributes is supported by proper comments or notes. For example, a problem should not move to the resolved state if there is no technician assigned to the problem. Similarly, you can use custom rules to enforce the approval workflows and closing tasks to close a problem.
📄️ Problem Model
A Transition Model is a concept that describes how a Problem ticket transits from one state to another in ServiceOps.