Creating problem records

A problem is an unknown, underlying cause of an issue with service delivery or service support. You can analyze the cause of the problem and prevent recurrences. If resolving the problem involves creating a service request or other ticket record, you can create it directly from the problem record.

Procedure

  1. In the Problems application, on the toolbar, click the New Problem icon.
  2. Optional: Apply a template.
  3. Specify the details of the problem.
  4. Save the record.


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