Problem Management primarily aims at minimizing the number and severity of incidents by finding the underlying cause. While Incident Management focuses on getting the issue resolved as quickly and efficiently as possible, Problem Management tries to prevent similar incidents from happening in the future.
Problem Management in Freshservice
Head over to the Problem tab and you’ll see a list of all the problems that, just like Tickets, can be filtered to narrow down to meet specific conditions.
Problems on this page can be filtered using any of the following custom filters:
● New Problems and your open Problems
● Your Closed Problems
● All your Problems
● Unassigned Problems
● Change Requested Problems
● Closed Problems
● All Problems
Problems can also be sorted by the due date, date created, last modified, priority, status and in
ascending or descending order.
You can select multiple problems and perform these bulk actions:
Delete - Select the Problem(s) you don’t need anymore and click Delete.
Pick Up - Just what it sounds like. Use this option to take ownership of the selected Problem(s).
Assign to Agent - In case you need to assign a problem to another agent (as opposed to yourself), click on this option and then select the agent’s name from the drop down-menu.
Modification options in Problem View Page
To view and modify a problem, go to the Problems tab and from the list of problems, click the one that you would like to view or modify. Here’s the list of options you get there:
Update - Click on the Update button and you get options to add information that will help proceed towards resolving the Problem. You can add details like:
● Root Cause
● Permanent Solution
In case any of the details are already added, you get the option to edit them.
Change - This option lets you associate the Problem with a new or existing Change.
You can change properties like Status, Priority, Impact, Due date, Group and Agent right from the Problem view page.
If you’d like to change the Requester, Subject line or Description, click on More and click Edit. You can also attach a CI to the problem if need be.
To Delete or Close the Problem, click on More and then click the respective option.
Additionally, you can also set whether the Problem is a known issue or not, right on the Problem view page.
If you need to track the elapsed time for a problem, scroll all the way down and click on Time tracked → Add time. Fill in the details and click on Start timer. You can also specify the amount of time elapsed since the Problem was created to start the timer at that point.
You can find options to add notes and tasks, link incidents and CIs and view all activities performed on the Problem, right below the description on the Problem view page.