How to edit a problem record

This tab includes the following sections:

• 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.

In this tab you may add, change, or delete associations with business devices, infrastructure and peripheral assets, licenses, and system elements that are related to the record. When you link a device, an infrastructure asset, a license, or a system element to a record, you create an internal relationship between them.

In this tab you can also view a topology impact map for each device and system element you choose, and the affecting CIs and a topology impact map for each affected service.

• The Involved devices section enables you to link a device.
• The Involved infrastructure & peripherals section enables you to link an infrastructure or peripherals.
• The Involved licenses section enables you to link a fixed asset license.
• The Involved system elements enables you to link a system element.

How to add an involved device, an infrastructure & peripheral asset, a license, or a system element

1. Click Add or the grid icon .

2. Select the required records. The added items appear in yellow.

3. Click Save.

How to delete an involved device, an infrastructure & peripheral asset, a license, or a system element

1. Select the required records.
2. Click Remove. The selected items appear in strikethrough text.
3. Click Save.

How to view an impact map for a device

1. In the Involved Devices section, select the device.

2. Click Show Impact. An impact map of the device is displayed.

How to view an impact map for a system element

1. In the Involved System elements section, select the system element.

2. Click Show Impact . An impact map of the system element is displayed.

You can zoom in and out of the impact map by using the mouse wheel button. If a text string is too long to be displayed, an ellipsis (…) appears. You can hover over the ellipsis to display the full text string.

You can hover over the following icons in the impact map:

• Owner avatar – a window is displayed with the owner’s details.

• Business criticality – a tooltip is displayed with the criticality.

• Location – a tooltip is displayed with the name of the location.

Depending on the size of the impact map and the browser window, Service Management may not display the subtype of a Device, Service or System Element. Hover over the subtype graphic to see a tooltip with this information.

The records displayed are those that are dependent on the current record, and those the current record depends on.

1. In each section, the default sort order is first by record type, then by phase. You can click a column heading to reverse the sort order in any column.

   Field	Description
   ID	The identifier of the record. Click the ID value to link to the record.
   Title or Name	A short description provided by the end user.
   Phase	The current phase of the current record in the workflow.
   Priority	The priority is a value based on urgency and business impact values.

2. In the appropriate section, do one of the following:

   • Click  Add to create a relationship between the current record and another record.

     The Add related record dialog appears. The dialog box displays a list of potential related records. If you select an individual record, Service Management displays the contents of that record in the right pane.

     • If you want to search for more records, you can use the Search box at the top of the dialog box.

     • Find each record that you want to link, and click Add to select it.

     • When you have selected all the records that you want to link, click OK.

     • Click  Save on the toolbar.

   • Click  Remove   to delete the relationship between the current record and the selected record.

     • Click OK to confirm the action.

     • Click  Save on the toolbar.

     Note This action removes the relationship only. It does not delete either record.

For more information about related records, see How to relate problem records.

The Related knowledge tab is where related knowledge or news articles are displayed.