Layton ServiceDesk - Logging a New Problem
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Revision as of 17:39, 30 June 2010
Problem Logging
Problem Management is a key component of ITIL (IT Infrastructure Library). The purpose of Problem Management is to identify and resolve the root causes of problems in the IT infrastructure and therefore eliminate future incidents or requests relating to this problem.
The Problem & Change Management functions in Layton ServiceDesk are enabled by default, however if your service desk is not IT based or does not require this function it can be disabled by going to Administration | System Settings | Application Settings | Enable Problem & Change.
There are four ways in which a New Problem can be created or logged by an Analyst.
- By using Home | New | Problem.
- By using the QuickAction Menu if you have added Log New Problem to your QuickAction list.
- By creating a Problem from within an existing Request.
- By converting an incoming email into a Problem.
By selecting any of the above options the Problem form is displayed allowing you to enter Problem details as required or as you have defined using Administration | Form Design | Problem.
All data fields can be made mandatory for entry before a Problem can be saved and also compulsory before a Problem can be closed. This is achieved by setting the appropriate field properties when using the Form Design.
Although the Problem form is very configurable and fields can be added, deleted or amended, certain system fields will normally be present. The example defined in Figure 39 below shows the system default areas and data fields for Problem Form.
