Problems

Problems application
Use the Problems application to create and modify problem records. You create a problem record to capture an unknown, underlying cause of one or more incidents. You resolve a problem when you identify its root cause so that similar incidents in the future are prevented or have a lesser business impact.

Creating a problem

Creating related records
While working on a ticket, you can create several types of related records.

Communication Templates and Automatic Notifications
The Problems application provides predefined communication templates that you can use when sending a communication to other users. Communications that use predefined templates are automatically sent to the Reported By and Affected Person users shown on the problem record when certain conditions occur, such as a change in the status of the problem.

Resolving a Problem

Reporting labor time

Starting and stopping the timer
You can use a timer to record the time that you spend working on an incident, a problem, or a service request.

List Failure Codes

Adding or changing problem specification attributes

Problems

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