Create a problem task in a workspace

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

    • If you need to engage another team or agent for help, create a problem task and assign it to them.

    Before you begin

    Activate the Problem Management Best Practice — Madrid — State Model (com.snc.best_practice.problem.madrid.state_model) plugin to access the problem task types.

    Role required: agent_workspace_user, problem_task_analyst, or admin

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
    2. In the List menu, choose Problems > Open.
    3. Open the problem record for which you want to create tasks.
    4. Click the Problem Tasks related list, and then click New.
    5. In the Create Problem Task dialog box, select the problem task type to be created.
      • General: Tasks other than root cause analysis tasks.
      • Root Cause Analysis: Tasks to investigate the root cause of a problem and find a resolution for the problem.
    6. Click Create.
    7. On the form, fill in the fields.
      Table 1. Create New Problem Task form
      Field Description
      Number [Auto-generated]. Number that identifies the problem task record.
      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.
      Type The problem task type.
      Configuration item Configuration item (CI) that the problem task applies to. The CI class of the selected configuration item identifies the type of problem, for example, hardware, network, or database.
      Due date Date by which the problem task must be completed.
      Problem ID number of the problem for which the problem task is created.
      Priority How quickly the service desk should address the problem.
      Assignment group Group to which the problem task is assigned.
      Assigned to Problem analyst to whom the task is assigned.
      Order Order in which the problem tasks must be associated to the problem.
      Note:
      Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
      Short description Brief description of the problem task.
      Description Detailed description of the problem task.
      Notes
      Work notes list Users who receive notification when work notes are added to the problem task.
      Work notes (Private) Information about the work performed on the problem task.
      Analysis information — Available for the Root Cause Analysis problem type
      Cause code Code for the cause of the problem type such as Environmental disaster, Hardware issue, or People/Process/Documentation.
      Cause notes Information on the cause of the problem task.
      Note:
      Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
      Proposed fix notes Proposed fix for the problem task.
      Workaround Method used to overcome the issue if no resolution is available yet.
      Closure information
      Closed by [Auto-generated]. Name of the user who closed the problem task.
      Closed Date and time when the user closes the problem task.
      Close notes (Only for General problem task type) Information on the work completed for the problem task.
    8. Click Save.
      The problem task record is created and is added to the Problem tasks related list on the Problem form.