Problem Tab
Use the Problem tab in the Problems application to create, modify, view or delete information for the problem. Enter details about users, owners, assets and locations, and work dates. You can also classify the problem to enhance solution searching and reporting. Flag a problem as a global issue if it affects many users or locations.
Service Provider includes the following
additional fields:
- Customer
- Customer Charge Account
- Customer Cost Center
- Response Plan
- Under Select Action, Apply Response
PlanNote: When you apply a response plan to an incident, you ensure predictable and repeatable responses to similar incidents
Under Select Action, the Service Provider selection also provides the following options:
- View Cost and Prices: To view transaction costs and prices, fees and charges for an incident
- View Billing Status History: To view billing status history for an incident
- Add/Modify Fees and Charges: To add or modify fees and charges on a ticket. The dialog box also displays fees and charges added with any applied price schedule.
- Apply Customer Agreement: To apply a customer agreement to an incident. When you apply a customer agreement, you also apply the price schedule that matches certain criteria on the incident.
- Select/Deselect Price Schedule: To select a price schedule or deselect a price schedule on an incident. You associate only one price schedule with a record, for example, you can deselect a price schedule so that you can select a more appropriate one.
- The following Incident tab fields also provide a Primary
Customer value:
- Asset
- Location
- Configuration Item
For information about a field, place the cursor in the field and press Alt + F1.