Problem tickets can be used to group multiple tickets, allowing you to work on them simultaneously regardless of ticket type, category of asset, etc.
Definition: Problem Ticket vs Regular Tickets
Incident tickets are the children of the Problem ticket. Teachers or other requestors create a helpdesk ticket. Incident tickets capture relevant information such as date, time, location, requestor, and issue. If this ticket appears to be similar to other generated tickets, you have the option to convert it into an incident ticket. To do this, simply link it to an existing problem ticket that relates to the issues being addressed.
Problem tickets are similar to parent tickets in that they group common issues. This allows IT personnel to access common tickets linked together and work those common tickets together or address an overall common problem. This also allows them to bulk update, change, and resolve any items within the common parts of the ticket. Problem tickets are an integral part of the Change Management process, allowing users to elevate the Problem ticket to a Change Request in Incident IQ.
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.
New Problem Ticket Fields
When utilizing the bulk action feature to create a problem ticket, the new Problem Ticket automatically inherits the information from the Incident Ticket positioned at the top of the list view. This selection is determined by the filters or sorting that you have set when viewing the list of tickets.
Inherited fields are:
Assigned to (user)
Team
Ticket Description and other requestor-entered fields (including custom fields)
Other fields (not inherited)
Status
Due Date (& reminders)
SLA
Tags
Note: Problem tickets have a Problem tag added automatically, and Tickets have an Incident tag added automatically.Parts
Actions
Comments
Subtasks/Subtickets
Followers
Linking a Singular Ticket to a Problem Ticket
When working on a ticket, you can add it to a problem ticket by using the available ticket actions, selecting "More," and then choosing "Add to Problem Ticket" from the drop-down menu.
At this point, you can add the ticket to an existing Problem ticket or create a new Problem ticket.
Add to an Existing Problem Ticket
Select Existing Problem Ticket and then search for the existing Problem Ticket from the menu. Then, click Update Tickets.
Click Apply Changes to Tickets.
To unlink an incident ticket from a Problem Ticket, you will select the X next to the incident ticket in the Related Tickets widget.
Create a New Problem Ticket
If an existing problem ticket does not exist, you can create a new one by selecting New Problem Ticket.
Here is where you will update the required fields:
Issue: The Issue drop-down list contains the Issue Category > Issue Types. You will select the issue type that best identifies the Problem Ticket.
Problem: The Problem field contains the name of the Problem Ticket. The field will default to the Issue Category of the Incident Ticket selected. You can edit this field to rename it to a preferred name.
Next, you will click Update Tickets.
Followed by Apply Changes to Tickets.
Once completed, the Problem Ticket will be displayed, and you can access it.
Linking Multiple Tickets to a Problem Ticket
From the Tickets grid listing, select the Tickets to group as a Problem Ticket.
Select Other and Add to Problem Ticket from the bulk action navigation drop-down menu.
You will either add to an existing problem ticket or create a new one, as outlined in the previous section of this knowledge base guide.