Create a problem from an interaction

You can create a problem record directly from an Interaction when the customer makes contact regarding an issue and you need to investigate.

Before you begin

• Role required: workspace_user or admin
• Activate the Problem Management Best Practice — com.snc.best_practice.problem plugin
• Select the Allow Problem creation from Interaction (glide.problem.interaction.allow_create) problem property

Note:

The Interaction feature is a more efficient way to create a problem from an interaction than the New Call feature from Service Desk Call (com.snc.service_desk_call) plugin that you might have used previously.

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Workspace Home.
2. Click the list icon () and click the Interaction list.
3. Click the interaction record from which you want to create a problem.
4. On the interaction page, click the more actions icon () and select Create Problem.
5. 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 this problem.
   Category and Subcategory	Group to which the problem belongs to such as software or hardware. After selecting the category, select the subcategory, if applicable.
   Service	Business service that the problem applies to.
   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	State management process. 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, for example, Major revenue loss.
   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	How the problem was fixed.
   Auto-generated 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.

6. Click Save.
   A problem record is created and the record appears in the Related tasks related list on the Interaction form.