Creating Problem Within an Incident

[LarryFromMD]

Hello All,

For the record, we are on Xanadu P3 HF1

I have a user that questioned the operation of creating a Problem from the context menu while in an Incident ticket. When you click on "Create Problem" while within an Incident, a message stating that the Problem has been created is displayed and a Problem form is of course presented. This operates much in the same manner as creating a Change from the context menu while in an incident.

The user believes this is a bug since it creates a Problem before even saving it. I contend that this is expected behavior.

Just looking for some confirmation.

Thank you!

[Dr Atul G- LNG]

Hi @LarryFromMD 

Yes, this is the expected behavior as all the required fields from the Incident are captured in the Problem record.

[LarryFromMD]

Hello and thank you so much for the quick reply. Yes, the fields are captured as expected. This is more about a user (actually a Problem Manager) stating that she doesn't think that it is expected behavior that a ticket is instantly logged and saved when creating a Problem from within an Incident. Compare to creating a Problem manually from the Filter Navigator or from the built-in Problem list where the ticket presented but not saved until the Submit/Save button is clicked. 

[Dr Atul G- LNG · Accepted solution]

Agreed, you need to manually fill in all the details and then click on Submit or Save. However, in this case, this is the expected behavior.