Converting a Ticket to a Problem -

NOTE: How to Video available HERE

STEP 1: From the ticket, click Associate.

STEP 1a: Click Problem.

STEP 2: Complete the form.

NOTE: Fields with the red * are required to be completed in order to create the Change.

a: The requester's name should auto populate. This can be modified if necessary.

b: Update the Subject field if needed.

c: Update the Description field if necessary. Add as much detail as possible (it is possible that another agent will complete this change).

d: Chose the Category from the list of Products or Services.

e: Leave the status on Backlog until the Problem is being actively worked on.

f: Update the Priority field if needed.

g: Update the Impact field if needed.

h: Update the Projected Completion Date.

i: If there is a Vendor Reference number, add it here.

j: Chose the Group to which the Problem is to be assigned.

k: Chose the Group to which the Problem is to be assigned.

l: Click Associate.