Adding a Request to a Problem
Problem Manager Training Exercise 3

Adding a Request to a Problem

During your review of the requests, you also noticed that request #702550 with the subject Should users be able to request time off for next year? concerns a problem that you registered a few weeks ago.

Open the “Problems Managed by Me” view in the Records console and look up this problem.

You can open a view of the Records console in a separate browser tab by clicking on the Records console icon and holding down the Ctrl key while you select a record type.

Questions:

In the list ‘Problems Managed by Me’ there is problem with ID #220 and subject ‘Unable to schedule time off for next year’: this is probably the problem that caused this request to be registered.

When you were reviewing request #702550, you could have opened the Service Hierarchy Browser (SHB) by clicking on the tab in the upper right-hand corner of the request. You would have found Problem #220 listed in the Known Errors section of the SHB, because this is an open problem for which a workaround has already been specified.

Now that you have confirmed that the problem that caused request #702550 has already been registered, return to the “Requests for Problem Identification” view, open request #702550 in Edit mode and relate it to this problem.

Question:

The Reviewed button disappeared above the request, because there is no need for problem managers to review requests that have already been related to a problem. That is also why the request is no longer listed in the “Requests for Problem Identification” view.

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