Source of problem records

Each Problem record stores the information about the initial originator/creator of the information. A problem will often be created from one or more related incidents. These can be seen in the related incidents section of the problem form.

When the source of the related incident(s) to a problem is a person, then basic information-such as whether the Incident was opened through the self-service interface, the details of the submitter, the Incident trigger, and location of the issue-is shown in the Interaction record linked to the Incident record.

When the source of the related incident(s) to a problem is an event trigger, then the incident record contains that information in the Title and Description fields. These fields reference the source event displayed in the External ID field of the Event Browser in Micro Focus Operations Manager.

Related topics

What is a Service Desk interaction?

Create a self-service request
Register an incident
View related OMi event details from an incident