How to Report a Problem?

Problems (under Incidents) capture recurring or significant issues for root-cause analysis—separate from day-to-day requests so you can prevent repeat failures. 

Here is a reference video:

Follow these steps:

1. From the menu click on Incidents and then click on Problems

2. To report a problem click on New Request.

3. Fill up the Problem information under Request Details section.

4. Type the Subject & description. Select the Request type, priority and other details. Based on the priority, the due date and response date will be populated according to the Incident Priority Master.

5. Fill in the requester details. The requester type can be either a customer or an internal employee. Enter the name in the text box, and if it exists, a name suggestion will appear for you to select.

6. Select the related asset for which the problem is recorded.

7. Before selecting the related asset, ensure that the facility or asset location has been added. Or you can filter by asset from asset popup. Click on Add new asset button. It will open an asset popup.

• Select the check box for respective asset and click on Add Asset button

• Click on Choose a file  to upload a file in the request.

• Click on Save button to save the request.

8. On saving the request gets added to the listing page. The request list has several action buttons like edit, update status, note, convert to work order, convert to job, purchase request and delete.

9. You can also choose to show or hide columns from the Columns option on the top right.