Yes. The problem fields can be designed under Admin->Form Fields->Problem Module
No, we currently do not support templates for Problems.
We can raise a problem request on behalf of a requester however requester will not be able to view the problem.
Yes. This can be achieved by navigating to Admin->Form Fields->Problem and click on the status field to add other statuses.
We do not allow renaming the default statuses however this option is available for custom statuses configured.
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.
We do not support public url for Problems. Agents with scope to Problem should have access to the problems.
This can be added under Admin->Form Fields->Problem Module, there you will be able to add dependent fields.
We do not support Dynamic field for Problem currently.
Yes, you can add tasks after creating a problem.
Custom status for Task is currently not supported.
Yes, we can configure “Notify Before” for due by which would notify the assigned agent for the task.
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.
This can be achieved by using Problem Workflow Automator.
Currently, tasks do not support custom statuses.
Task title and description are the mandatory fields for a Task creation.
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
Due by time can be pulled out using Analytics reporting module.
We do support advanced reporting for Problem in Analytics.
Workflows could be configured for problem based on Event matching certain condition to perform the actions.
You can enable notification from Admin>Email Notification>Problem Notification>Incident Associated to Problem.
You can disable Agent notification from Admin>Email Notification>Problem Notification>Incident Associated to Problem.
Currently we cannot control the notification for requester of the linked ticket upon closure of the problem.
Currently we cannot control the notification sent when the note is added to a Problem.
You can enable Requester notification from Admin>Email Notification>Problem Notification>Problem created.
Yes, task could be added through workflow actions or by triggering webhook for adding a Task.
Yes, we could perform limited action on the tickets associated to a problem
Yes, Webhooks are supported in the Problem automation.
