Create a problem from an interaction

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read

    • You can create a problem record directly from an Interaction when the customer contacts regarding an issue and you need to investigate the cause of the issue.

    Before you begin

    Role required: agent_workspace_user or admin

    • Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
    • Select the Allow Problem creation from Interaction (glide.problem.interaction.allow_create) problem property from Problem > Problem Properties.
    Note:
    Users who used to create problem record from the New Call feature of the Service Desk Call (com.snc.service_desk_call) plugin, can now create problems from Interaction. Starting the Orlando release, the Service Desk Call (com.snc.service_desk_call) plugin is a maintenance plugin and the user cannot activate the plugin.

    Procedure

    1. Navigate to Workspace Experience > Workspaces > Agent Workspace Home.
    2. Create an interaction record.
      For more information, see Create an interaction record in ITSM Agent Workspace.
    3. On the interaction page, click the more actions icon (More actions icon) and then select Create Problem.
    4. On the form, fill in the fields.
      Table 1. Problem form
      Field Description
      Number [Auto-generated]. Number that identifies the problem record.
      First reported by Task that first identified the problem.
      Note:
      Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
      Category and Subcategory Group to which the problem belongs to such as software or hardware. After selecting the category, select the subcategory, if applicable.
      Note:
      Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
      Service Business service that the problem applies to.
      Service Offering Consists of one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and packaging options. Service offering enables you to receive different features and their levels of performance for a given service.
      Configuration item Configuration item (CI) that the problem applies to. The CI class of the selected configuration item identifies the type of problem, for example, hardware, network, or database.
      State For customers prior to the Madrid release, the available states are: Open, Pending Change, Known Error, and Closed or Resolved.

      For customers starting with the Madrid release, the new state model is applied and the State field is read only. The field value changes as the problem proceeds from one state to another state. The states available are: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, and Closed.

      Note:
      To access the new state management process, activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
      Impact Effect that the problem has on business operations.
      Urgency Extent to which the problem resolution can bear delay.
      Priority How quickly the service desk should address the problem. The Priority field is automatically set to the Impact and Urgency values.
      Assignment group Group to which the problem is assigned.
      Assigned to Problem coordinator to whom the problem is assigned. If an assignment rule applies, the problem is automatically assigned to the appropriate user or group.
      Problem statement Brief description of the problem.
      Note:
      Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
      Description Detailed description of the problem.
      Notes
      Work notes list Users who receive notification when work notes are added to the problem.
      Work notes Informative notes about the work performed on the problem.
      Analysis Information
      Workaround Method used to overcome the issue if no resolution is available yet.
      Cause notes The cause of the problem.
      Resolution information
      Resolved [Auto-generated]. Date and time when the user resolved the problem.
      Resolved by [Auto-generated]. The user who resolved the problem.
      Fix notes Information on how the problem was fixed.
      Other Information
      Opened [Auto-generated]. Date and time when the user opened the problem.
      Opened by [Auto-generated]. User who opened the problem.
      Confirmed [Auto-generated]. Date and time when the issue was confirmed as a problem.
      Confirmed by [Auto-generated]. User who accessed the issue and confirmed that it was a problem.
    5. Click Save.
      A problem record is created and the record appears in the Related tasks related list on the Interaction form.