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iiQ Change Management - How to Work and Resolve Problem Tickets

Permissions

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

  • Add To Problem Ticket: Allows users to ‘Add to Problem Ticket’ using bulk actions or individually.

  • View Problem Ticket: Reveals the Problem Ticket page under ‘Tickets’ in the left-hand nav.

Tags and Related Tickets

Tags

The Info section contains pertinent information related to the ticket. The tag information can be used to identify IT tickets with relationships.

When a Problem Ticket is created, a Problem Ticket tag is added to the info section of a ticket to indicate it is the parent ticket. This tag allows filtering and rules to be added to Problem tickets. This tag cannot be removed.

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When tickets are linked to a Problem ticket, they become Incident tickets. When the step to link the ticket occurs, the Incident tag is added to the ticket(s).

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Related Tickets

When opening a Problem Ticket, the Related Tickets widget lists all the Incident tickets linked to it.

Clicking on the Tool icon next to a specific ticket will display a drop-down menu with relevant actions for the Incident ticket.

Clicking on the X next to a specific ticket will unlink the Incident ticket to the related Problem ticket.

Users must have Work Ticket Permission to take the actions provided in the Related Tickets widget.​​​​​​

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Working Problem Tickets

Linking the asset associated with the Problem ticket will be valuable for the agent and others, as it will help identify the asset associated with the related incidents. Linking an asset to a problem ticket will connect the asset to the problem ticket only, not to any related incident tickets.

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Comments Pushed to Tickets from Problem Ticket

Comments can be sent to the requestors on all tickets that are related to this Problem Ticket. This functionality allows you to communicate with all the Ticket Requestors directly from the Problem Ticket.

To have a comment pushed to all of the Tickets, toggle Visible to Requestor, add comment(s), and click Add Comment.

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Resolving Parent and Incident tickets

Problem Tickets and Incident Tickets are linked and can be worked on and resolved together. To resolve both the Problem and Incident tickets, click the arrow next to Resolve Ticket and then select Resolve Problem and Tickets from the drop-down menu.

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The action to Resolve Problem and Incident Tickets resolves the Problem Ticket and associated Tickets and updates the Ticket Status accordingly.

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