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    Problem

    Can we set up fields for a problem?

    Yes. The problem fields can be designed under Admin->Form Fields->Problem Module

    Is there a template for problems?

    No, we currently do not support templates for Problems.

    Can a requester be given access to the problems?

    We can raise a problem request on behalf of a requester however requester will not be able to view the problem. 

    Can we add a new status to the existing status in a problem?

    Yes. This can be achieved by navigating to Admin->Form Fields->Problem and click on the status field to add other statuses.

    Can we rename the existing status for a problem?

    We do not allow renaming the default statuses however this option is available for custom statuses configured. 

    Can we have a workaround or solution to be sent as an approval?

    Currently, we do not have approval workflow for the solutions added in a problem. If required, the problem can be tied to a change which has the approval has a defined approval process via CAB. 

    Can we have a problem to be visible to anyone apart from agents?

    We do not support public url for Problems. Agents with scope to Problem should have access to the problems.

    Is there a dependent field in problem fields?

    This can be added under Admin->Form Fields->Problem Module, there you will be able to add dependent fields.

    Is there an option to use dynamic fields for problem fields.

    We do not support Dynamic field  for Problem currently.

    Can we create a task in a problem?

    Yes, you can add tasks after creating a problem.

    Can we have a custom status for a task?

    Custom status for Task is currently not supported.

    Can we notify the assigned agent in prior for task completion?

    Yes, we can configure “Notify Before” for due by which would notify the assigned agent for the task.

    Can we notify one day before the task completion date?

    We currently do not have an option to notify a one day before the task completion date. The maximum time the notification can be sent before the task completion date is 2 hours. 

    Can we have automation for a task in a problem?

    This can be achieved by using Problem Workflow Automator.

    Can we have a custom status for a task in a problem?

    Currently, tasks do not support custom statuses.

    What is mandatory to fill when creating a task in a problem?

    Task title and description are the mandatory fields for a Task creation.

    Do we have SLA for problems and what is due by date in Problems?

    SLA applies only for Incident and Service Requests. Task due date could be set for a Problem.


    Due date is the Resolution SLA for the task

    How can we track the due by time for problems?

    Due by time can be pulled out using Analytics reporting module.

    Do we have reports for a problem?

    We do support advanced reporting for Problem in Analytics.

    Can we use automation for Problems?

    Workflows could be configured for problem based on Event matching certain condition to perform the actions.

    How to send an email to the agent of the linked Tickets whenever a new problem is created.

    You can enable notification from Admin>Email Notification>Problem Notification>Incident Associated to Problem.

    How to turn off the “problem created” notification for a requester

    You can disable Agent notification from Admin>Email Notification>Problem Notification>Incident Associated to Problem.

    Is there an option to turn off the notification that is sent to the requester of a ticket when a problem is closed.

    Currently we cannot control the notification for requester of the linked ticket upon closure of the problem.

    of the problem. Adding notes to the problem generates a notification. Is this something that can be stopped.

    Currently we cannot control the notification sent when the note is added to a Problem.

    Can we notify the problem requester when an incident is detached from the problem?

    You can enable Requester notification from Admin>Email Notification>Problem Notification>Problem created.

    Can we add a task to a problem through automation?

    Yes, task could be added through workflow actions or by triggering webhook for adding a Task.

    Can we trigger automation for all the tickets associated with the problem?

    Yes, we could perform limited action on the tickets associated to a problem

    Is there an option to trigger webhooks in problem automation?

    Yes, Webhooks are supported in the Problem automation.

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