Managing Problem EntitiesDescribes how to manage problem entities.Leave FeedbackIntroductionA problem is a condition from a number of incidents that are related or have common issues. Problem management is the process responsible for managing the lifecycle of all problems that happen or could happen.The primary objectives of problem management are:To prevent problems and resulting incidents from happeningTo eliminate recurring incidentsTo minimize the impact of incidents that cannot be preventedIt may take several incidents to occur before Problem Management has enough data to understand the root cause. Once Problem Management identifies the factor and develops a workaround, then the problem becomes a “known error.”Problem management processes activities in the following manner:Problem diagnosis and resolution - Achieved by categorization, prioritization and root cause identification. This may include a change request to resolve the Problem.Determination of workaround - Workarounds are provided to reduce service interruptions until Problem is resolved.Documentation of known errors - Known errors are added to Knowledge Base along with related incidents and relevant workarounds.ITIL DefinitionITIL defines a problem as an underlying cause of one or more incidents.Example: An incident of a server hang is reported. The server becomes functional after a reboot. Later on, the incident repeats and the root cause of failure is analyzed and found as a faulty motherboard. The root cause is reported as Problem.Configuring problem entity settingsCustomize Problem details by creating custom fields in addition to the predefined fields.If you select Client, the settings are applied to all users within the client. If you do not select a client, the chosen settings apply to all clients within the partner.To configure Problem settings:From All Clientst, select the client.Go to Setup > Service Desk > Configuration > Settings.Click Problem tab.From PROBLEM SETTINGS, configure the Property settings.Click Update.Creating problem entitiesProblem entities are created on Service Desk.To create a new problem:Select Service Desk from the drop-down menu.Click + and select Problem.In the New Problem page, provide the required details.Click Create.Create New ProblemSupported fieldsProblem Entity FieldsField nameDescriptionPartnerSelect the partner.ClientSelect the client.SubjectTitle or short summary of ProblemDescription<The information required to describe Problem scenario.This can include the actual behavior, expected behavior, steps to reproduce the issue etc.Attach fileThe artifacts required to support Problem.Example: error messages, screenshots, excerpt from log files.Supported file types: `.txt`, `.jpg`, `.zip`, `.docx`, `.odt`, `.odg` and `.xlsx`. File size limit: 32 MBRequested ByUser who requests ProblemAssignee GroupUser group that manages ProblemAssign toUser who acts on ProblemResourcesDevices on which Problem is identifiedCategoryCategory to which Problem is mappedSub CategorySubcategory under the category to which Problem is mappedPriorityMeasure of how soon Problem needs to be fixedRoot CauseFactor(s) upon resolution of which the causal incidents can be prevented or healedWork AroundTemporary method for achieving the given task when the planned method is not working due to Problem. The workaround is abandoned when the Problem is fixed.ApplicationApplication(s) on which the Problem is detectedKnown IssueWhether the Problem has occurred in the pastArticlesKB articles that refer to similar Problems in the pastAttach Change RequestChange request required to fix the ProblemEstimated HoursPlanned time duration for Problem resolutionManaging problem entitiesViewing problemsProblem details page provides the following attributes.View Problem Tab DescriptionsTabsDescription ConversationsComments added by assignee or creator which can be viewed by all users in assignee groupActivity LogUser activities on ProblemResourcesResources on which Problem is identifiedNotesUseful information or hint for Problem resolution. Viewed by all users of assignee group. To DoInformation recorded by a user for self-reference. Viewed by a single user.PropertiesProblem detailsStatus FlowThe workflow representation that shows the status changes of ProblemArticlesKB articles attached if the Problem is a known errorAttached RequestsChange Requests attached as part of Problem resolutionIntegration LogThe inbound and outbound communication details between OpsRamp entities and third-party entitiesEditing problemsTo edit a problem:On the drop-down menu, click Service Desk.Click on a problem.Click the Edit button and edit the required fields.To edit multiple problem entities:On the drop-down menu, click Service Desk.Filter the tickets (from the left pane or by searching) and select the entities to be edited,Click Bulk Update,From Update Actions, select the required changes.Click Update.Closing problemsConfigure auto-close policies to close problems that are resolved and that are in an inactive state since a certain elapsed time.To add an auto-close policy:Go to Setup > Service Desk > Auto Close Policies.Select the client and click Auto Close Problems.From EDIT AUTO CLOSE POLICY, provide the following:Name: Name of the Auto-Close policyResolved Tickets Above: The inactive period of a resolved Problem beyond which the entity needs to be closedClick Submit.