Add Problem

Only a technician or users with the required permissions can log a Problem. While adding a problem in the Problem module, a technician records the source of the problem. The source can be one of the following:

Web portal
Mobile app
Email
By a technician on call
WhatsApp
Chatbot

Pre-requisites:

To add a problem, the following must be pre-configured

Requester - the user logging the problem
Priority - priority of the problem
Problem Classification, if required.
Assignee - usually the technician assigned to the problem. Use the "Take it" option to self-assign.
Followers - users who will be notified of changes in the problem status. Use the "Follow" button to follow them directly.
Tags - groupings used for the classification of problems.

Instructions to add a Problem

Go to the "Problem" page
Click on the "New Problem" button.

Select the requester's name in the search option if requesters have already been added. If no requesters have been added or to add a new requester, use the "Add a New Requester" button. Follow the "Requester" module for details. You can select or add a requester from the next page too.

To add a problem, follow the steps from the below table:

Label

Action

Description/Example

Requester*

Add a new requester or search for an existing requester.

Requesters are usually technicians or users with the required permissions who can add a problem.

Reported by

Use the icon to expand this section. Add the reporter's name and email address, if applicable.

Reporters are users raising the problem on behalf of the requester.

Assignee

Select a technician to assign the problem.

Use the "Take it" option to self-assign it.

Impact Service

Select the impacted service if already known.

This can be left blank. As the root cause analysis progresses, a technician can later select the impacted service.

Problem Classification

Select the classification within the impacted service.

This is used when a specific service has multiple classifications. For example, if the impacted service is Network, the classifications can be connectivity, router issue, and so on. Leave this field blank if no classifications are defined.

*Priority

Select the priority of the problem using the drop-down menu.

Based on the problem, the priority can be low, medium, high, or critical.

Followers

Select a user to add them as followers.

Users who must be notified of the problem or any changes to the problem can be added as followers. Use the 'Follow' option to self-follow the problem.