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Required Permission
Agents with the below Team level permissions will be able to create a problem
1. Create Problem tickets in Associated Teams
- Agents with this permission can create a problem in any of the Team(s) and Assignment Groups to which they are part of.
- This is a Team level permission.
2. Create Problem tickets in unassociated assignment groups in a Team
- Agents with this permission can create a problem in any of the unassociated Assignment Group(s) in a Team(s), to which they are part of.
- This is a Team level permission.
3. Add Related Tickets
- Agents with this permission can add Service Request(s), Incident(s), Change(s) and Release(s) to a problem ticket from the Related tab of the Problem ticket details page.
- This is a Team level permission.
4. Create Problem tickets in unassociated Teams
- Agents with this permission can create a problem in any of the unassociated Team(s)
- This is a Account level permission.
How to create a Problem in Service Desk?
Problems can be created by Agents from the Service Desk agent portal by following the steps explained below.
1. Login to your Service Desk account as an Agent.
2. Click on the +New button on the product header. (top right corner)
3. Click on Problem from the dropdown displayed.
4. A New Problem form will open up in a right panel.
The following fields will be displayed in the create form to capture information related to the problem,
| FIELD NAME |
DESCRIPTION |
|
Look up existing requester |
If the requester is already available in the Service Desk then you can search for the requester here. - Search can be done using Requester Name or Email or Phone. - Dynamic results will be provided based on the search keyword. - Clicking on a requester in the dropdown will automatically populate the required requester fields |
|
Look up requesters using custom fields |
Existing Requesters can be searched based on a custom field. Choose the Requester field and then continue to search. |
| REQUESTER DETAILS SECTION | |
|
Full Name* |
Full Name of the Requester |
|
Email Address* |
Email address of the Requester |
|
Phone Number |
Phone Number of the Requester |
|
PROBLEM DETAILS SECTION |
|
|
Team* |
Choose the Team to which the problem should be assigned to |
|
Subject* |
Provide a short summary of the problem |
|
Description |
More elaborate details on the problem can be specified here |
|
Impact* |
Specify the impact of the problem to the business services or others. Default value: Medium |
|
Urgency* |
Specify the urgency. This denotes how fast a resolution or a fix is required for the problem Default value: Medium |
|
Priority* |
Specify the priority. Default value: Medium |
|
Status* |
Specify the status of the problem. Default value: Open |
|
Assignment Group |
Choose the Assignment Group to which the problem should be assigned to. List of groups within a team will be listed here. |
|
Assignee |
Choose the Assignee who should be assigned to the problem. |
|
Due By (Date and Time) |
Select the due by date and time for the problem. |
|
Problem Custom Fields |
The custom fields configured for the problem ticket type for the respective team will be listed here. |
*mandatory fields
5. Once the required details are provided click on the Create Problem button.
6. A new problem record will be created based on the information provided and you will be directed to the Problem details page
