Use > Problem Management > Problem Management workflows and user tasks > Assign a Problem Management task

Assign a Problem Management task

Part of Workflow(s):

Active

Applies to User Roles:

Problem Coordinator

The problem investigation and diagnosis process in Problem Management is aimed at identifying the root cause of a problem. After the Problem Coordinator determines the required skills and resources needed to investigate a problem, the Problem Coordinator creates a task and assigns it to a Problem Analyst who meets the requirements. If there are multiple configuration items (CIs) involved in the problem, the Problem Coordinator should create a separate task for each CI. This allows the Problem Coordinator to assign different specialists or external resources to investigate the problem.

To assign a Problem Management task, follow these steps:

  1. Click Problem Management > Search Problem Tasks.
  2. Use search or advanced search to find one or more records.
  3. Select the target record.

  4. Add the following information to the task:
    • Due Date
    • Assignment Group
    • Assignee
  5. Click Save & Exit. Service Manager updates task records with related record information as updates occur.