Required Permission(s)

Depending on the action that There are multiple team level permission(s) related to problem ticket type which needs to be enabled inorder view and perform actions over a problem. Refer to this article on the list of permissions and its functional aspects.

 

The information in the details page is structured as following
1. Problem Details Card
2. Main Tabs
3. Problem - Related Information

4. Actions

Problem Details - Card

The card view provides a simple as well as quick view on the various properties of an problem in a simple card format.

Following are the details that will be available in the card 

1. Problem ID: The auto generated ID of the problem

2. Subject and Description 
3. Status: The current status of the problem with the respective color code

4. Created date

5. Assignee: Full name of the agent to whom the problem is assigned

6. Assignment Group: Title of the Assignment Group to which the problem is assigned

7. Raised By: Full Name of the Requester

8. Priority: The priority assigned to the problem.

9. Team: Team to which the problem is assigned to

10. Due By: Due date set for the problem

11. Subscribe

• The star symbol indicates whether you have subscribed to the problem or not. 
• Click on the Star icon to subscribe to an problem quickly.
• If you have subscribed to an problem, the star will be highlighted in yellow.

12. More Actions
An agent can perform some quick actions on an problem even without going into the problem details page using the more actions. They are

13. Instant Actions on Card

The below-mentioned entities can be updated just by clicking on the respective action areas on the card which will open a popover where you can choose a different value which will be saved instantly. Refer to the screen below.

• Change Status
• Change Priority
• Change Assignment Group
• Change Assignee
• Change Due Date
• Change Due Time

Problem Details Page - Tabs

All the key information related to the problem like Summary, Messages, Tasks, Assets, Activity will be available in the details page as respective tabs.

The main tabs that will be available in the problem details page are,
1. Summary
2. Messages
3. Tasks
4. Assets
5. Activity

Summary Tab

Analysis

• Symptoms, Root Cause, and Impact of a problem can be added in this section.
• Agents can update the analysis information by clicking on +Add button or
• By clicking on the Update dropdown button at the bottom of the page anytime.  

Solution

• There will be separate text area to capture both Workaround and Resolution.
• In order to quickly view the solution of an problem within the summary section.
• Agents can update the solution by clicking on +Add button or
• By clicking on the Update dropdown button at the bottom of the page anytime.  

Messages Tab

All the conversations and messages(Replies) related to the problem between the agent and the requester will be displayed here. All the internal conversations(Private Notes) between the agents within the team(s) and assignment group(s) and notes related to the problem will be displayed here.

The message card displayed will provide the following details
Message content 

• Message and Replies from the Requesters

Replies sent by the agents(s)

• Private Notes added by the agent(s)

Owner of the Message

• Clicking on the name will show the email address of the user.
• Message Creation Date and Time [Actual or Relative]

Other recipients 

• Email address of the users who were notified of the Reply [cc and bcc emails]

Private Note tag: 

• Private notes will have this tag in the top right corner
• They will be highlighted in Yellow to differentiate it from the the Ticket replies(which will be in white)

Alert sent to

• Email address of the users who were notified of the Private Note

Edit button 

• For the agent to edit the message content 
• Agent can update both Requester message as well as Replies and Private Notes
• Permalink of the Message

Tasks tab

Agents can add their checklist or task to-dos for the problem here. This will help them to keep track of the activities that need to be done for resolving the problem.

• Click on +Add Task button
• Provide the Task Name, Assignee and Due Date & Time in the task popover displayed and click on Add, this will add a new task into the Tasks tab.
• Checkbox: You can mark a task as complete by clicking on the checkbox provided.
• Edit and Delete actions can also be done by clicking on the respective action icons displayed at the rear end. 
• A problem cannot be closed until all the tasks are marked complete. 
• However, you can also create or edit the tasks even after a problem is closed. 

Assets tab

You can link the assets related to the problem in this section

• Click on +Link Assets button
• This will open a right panel, here you can search for an asset using a keyword
• Assets will be listed will Name, Used By and Asset Status
• Select the required asset and click on the Link Assets button.
• Assets will be listed in the Assets tab.
• Agents can quickly view the details on the Asset by clicking on the Collapse icon (⏵) 
• Assets can be unlinked by clicking on the Delete icon

Activity tab

• The complete audit log of the problem will be available here
• All the conversations, replies, private notes, automation messages, actions and updates done with respect to the problem will be recorded and updated in this tab. 

Problem - Related Information

The right section in the problem details page displays the following information in separate card(s).

1. Requester Information
2. Problem Information
3. Time Spent
4. Tags
5. App Integrations

Requester Information

The details of the requester who raised the problem will be displayed here. Following are the details that will be displayed,

• Requester Name
• Requester Email
• Phone Number
• Requester Group(s)
• Requester Custom Field properties

Problem Information

• All the Problem - custom field properties will be displayed here.  
• You can click on each field to update it individually or
• They can click on the Edit All button to enable the edit mode of the fields and make the changes required and then click on Save to update the changes done.

Tags

• The tags associated with the problem will be displayed here.
• You can add or remove tags associated with the problem by clicking on the +Edit button on the card.
• Search existing tags or add new tags to the problems and click on Save.
• You can click on the x icon next to the tags to unlink it from the problem and click on Save.

App Integrations

• When other apps are integrated with Service Desk the information from these apps will be displayed on the Right side in separate cards.
• More details on this will be available here.

Other Actions

Custom Field Search

• Clicking on this search field will list the Requester and Problem Custom Fields

• Once you choose a field, it will be highlighted in the respective section.

• This will be helpful for the agent to find or to update a certain information in the problem.

Reorder Sections

• You can reorder the various cards(s) on the right side based on your need and priority by clicking on the Reorder floater button at the bottom.
• This will initiate the reordering mode of the cards.
• Click and Drag the reordering icon on the cards to your desired order and then click on Save.
• The ordering of the cards will be saved and will be retained whenever you navigate to the Details page.   
• This is a user level customisation. The reordering changes done will not affect or reflect for the other agents.