How to create a problem template

There are two methods to create a problem template. Choose the one that works best for your organization.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Method 1: create a template from an existing record

From the main menu, select Run > Problem > Problems. Service Management displays a list of all problem records.
Select the record that you want to use as the template.
Click the record identifier in the ID column to display the selected record.
Click More > Create template from record. Service Management displays the new template form with the values copied from the original incident.
Note

Every problem template takes all the values from the existing record, except:
- Dates
- Review results
- Completion code
For more information, see Mapping records created from a problem record.
Edit the template as required.

Method 2: create a new template

From the main menu, select Run > Problem > Templates.
Click New. Service Management displays the New problem template form.

Complete the Template details.

Field	Description
Title	A title for the template. You may use a maximum of 30 characters for the title. Best practice: Choose a meaningful, descriptive, and relatively short title. Titles are often the only identification used in selection lists and in other areas to identify component.
Type	This field is auto-completed with the template type: change, incident, or problem.
Description	A description that captures the details of the template. Provide enough information to help future users understand the purpose of the template.

Field

Description

Title

A title for the template. You may use a maximum of 30 characters for the title.

Best practice: Choose a meaningful, descriptive, and relatively short title. Titles are often the only identification used in selection lists and in other areas to identify component.

Type

This field is auto-completed with the template type: change, incident, or problem.

Description

A description that captures the details of the template. Provide enough information to help future users understand the purpose of the template.

Complete the Template content.

If you populate a field with a value, that value appears in every problem where you apply the template. New problems contain that value, unless the end user changes it. If the template is for your exclusive use, it can be helpful to pre-populate some fields that always contain the same information.

Deferral

Details explaining the deferral, if any.

Problem details

Field	Description
Title	This field is read-only.
Symptoms	A description of the problem in detail,such as any error messages, impact from a business perspective, frequency of re-occurrence, and conditions under which any service disruption occurs.
Status	The current status of the problem.

Classification

Field	Description
Priority	This is a calculated field and is read-only. Service Management calculates the value based on the urgency and scope of impact of the problem.
Urgency	The urgency value describes how important the issue is for the customer. Service Management uses the urgency value to calculate the priority of the problem.
Owning group	The group responsible for dealing with the problem.
Impact	The global effect on the user community. Consider whether the problem affects the entire enterprise, a business unit, or an individual.
Owner	The person responsible for dealing with the problem. Note The drop-down list only displays people who are members of the owning group.
Estimated cost	The estimated cost to fix the problem.
Estimated person days	The estimated number of days of work required to fix the problem.
Service	The service affected by the problem. Services are usually related to one of the following: Infrastructure. For example, database or network services. Business services. For example, email or a web portal.
Category	The category of the problem. Service Management uses the category to classify problem records. Example: Select Hardware.
Service component	The service component related to the problem.

Investigation & Resolution

Field	Description
Known error	Whether the problem is a known error. Note: Service Management automatically selects this option when the problem enters the resolve phase.
Workaround	Details of the workaround for the problem.
Root cause target time	The date and time by which the root cause of the problem is to be found.
Root cause	Details of the root cause of the problem.
Solution target time	The date and time by which the solution for the problem is to be found.
Solution	Details of the solution for the problem.
Expected resolution time	The date and time by which the problem is to be resolved.