Problem Tickets - How to Access

The following permissions will allow users to perform the following actions:

When a problem ticket is created, a "Problem" tag is automatically assigned. This helps distinguish problem tickets from incident tickets. Incident Tickets are the children of the Problem Ticket. Problem tickets are similar to parent tickets in that they group common incidents/issues together. You can then view problem tickets in the left-hand navigation or create custom views that only display problem tickets by utilizing the Problem tag.

List View

To view Problem tickets, navigate to Tickets > Problem Tickets. The Problem Ticket list view is an easy way to access Problem Tickets. Similar to the Ticket view, there are multiple tabs to see different views of Problem Tickets:

Problem tickets are also visible in the list of any ticket grid view. The Problem Ticket tag provides a visual indicator to differentiate between Problem tickets and other IT tickets.

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A custom view can be created for Problem Tickets. Navigate to Tickets > Views and click New View +.

From the View Designer, click Add Filter and either use the Search bar to find “Tag” or navigate to the Workflow filters and select “Tag.”

Select Problem (System Defined) to create a custom view with a filter for all tickets associated with the Problem tag. Alternatively, the Incident (System Defined) tag can create a view for only those tickets associated with Problem Tickets.

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A Dashboard widget allows you to view Problem Tickets quickly. To add this Problem Ticket widget to your dashboard, click the drop-down menu by the User Profile in the upper right corner and select Options. The Problem Tickets Widget can be added to the User Dashboard.