Problem Module FAQ's
For detailed configuration steps, please refer to our help guide.
For detailed configuration steps, please refer to our help guide.
1. What is Problem Management, and why is it required?
Problem Management is a key component of IT Service Management that focuses on identifying, analysing, and resolving the causes of incidents to prevent them from recurring. Unlike Incident Management, which deals with addressing immediate issues, Problem Management aims to identify the underlying problems causing those issues and develop long-term solutions.
2. What is a known error in a problem?
A Known Error is a problem in IT Service Management that has been diagnosed and has a documented root cause, along with a workaround or solution. It’s essentially an issue that is well understood and has been officially recorded, even if a permanent fix may not yet be in place.
You can mark a problem as a known error within RHS panel and view all known errors in the problem list view.
3. Is it possible to copy the resolution and close all associated incidents when closing a problem?
Yes, you can copy the resolution and close all associated incidents when a problem record is closed.
Setup > Automation > Closure rules > Problem Closure Rules.
4. I do not see an approval tab within the problem template. How can we trigger an approval automatically when a problem is created using that template?
Approvals for problems can be configured automatically using Workflows and Triggers.
To set this up, navigate to Setup > Automation > Workflows > Problems. In the workflow, you can select Approval under the Action Nodes. After building the workflow, you can associate it with the relevant problem template.
Setup > Automation > Triggers > Problem > Trigger
5. How can we trigger the creation of problems automatically based on a criteria?
For enterprise customers, a problem record can be created automatically using a Custom Function. Please reach out to our support team with your detailed use case for further assistance.
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