Rules for Problem Tickets
To access rules, navigate to Admin >Rules.
The ‘when Created’ trigger will not run on Problem Tickets.
From the Tickets category, when ‘Updated’ and when ‘Assigned’ can be used as triggers for Problem tickets and Incident tickets to address common use cases.
Trigger | Action | Common Use Case |
When ‘Updated’ | Set Status |
Exclusion of Problem Ticket by applying Filter: Tag EXCLUDES Problem |
When ‘Assigned’ | Set Status | Update the Incident Ticket status when Tickets are assigned to a Problem Ticket |
Select Workflow filters from the group selections. Click the Tag option from the listed filters, and choose from Incident and/or Problem tags. Then, Click Save Selection.
Select an action from the drop-down box and click Save Rule.
Permissions for Problem Tickets
There are Permission options that control the visibility of the Problem Tickets features.
If the following permission options are enabled, a user will see the Change Management option on all tickets.
Add to Problem Ticket: Reveals the “Add to Problem Ticket” actions for tickets below:
Ticket Grid: Bulk adding to a problem ticket (from the grid page)
Ticket Details: Adding a ticket to a problem ticket
View Problem Tickets: Reveals “Problem Ticket” under “Tickets” in the left Navigation. And the ability to add the Problem Ticket widget to their dashboard.
See Problem Ticket in Left Navigation
Ability to add the Problem ticket widget to your dashboard
If the user does not have View Permission, the user can still see problem tickets by filtering by tag.
The user will need to be able to work and resolve ticket,s AND have the Add to Problem Tickets.