Add a Problem Management category

You can define new Problem Management categories with unique phases, or you can make changes to the ITIL category phases to match your business requirements. First define a new category, and then change the Problem Management Environment record to point to that category.

Each new category that you define gives you the opportunity to design a different workflow for a problem record.

To add a Problem Management category:

1. Click Problem Management > Administration > Problem Control Categories.

2. Use search or advanced search to find one or more records. A list of problem control categories opens. You can customize these categories by adding a new category, deleting a category, or editing an existing category.

3. Open a blank search form to add a new problem control category record. When you finish adding information to create the new record, click Add.
4. Enter the following information to create the new problem control category record.
   • Type a category Name.
   • Type a category Description.
   • Check the Active box to make this category available.

   • Click Fill in the Phase Name field to select one or more phase names.

     Note: If you want to select all phases, click Fill All instead of selecting the phases individually.

5. Click Add. A message appears that confirms that the record is added.

6. Click OK.
7. Select the new category as the default category for new problem records.

   1. Click System Administration > Ongoing Maintenance > Environment Records > Problem Management Environment. The Problem Management Environment profile opens.

   2. Click the list in the Default Category field to select the new default category that you added in Problem Management administration.

      Note: If you are ITIL-compliant, make sure you leave the default category as ITIL so that the problem workflow continues to automatically conform to the ITIL workflow.

8. Click Save.
9. Click OK.