Problem Overview
Inline with ITIL standards, Problems have now been included in versaSRS version 5 as an individual component separate from Calls . A Problem is defined as "the unknown cause of one or more incidents" and Problem cases can be created by selecting File >> New >> Problem. In versaSRS a Problem is separate from a Call or RFC though they share many attributes.
A Problem has a required set of fields and a number of possible actions that can take place. To create a new Problem, only the mandatory fields (denoted by a *) must be entered before the Problem can be created. Problems can be edited at any time.
NOTE: For users to be able to create new Problems or edit existing Problems they need to be assigned a Security Profile with the correct level of access.
Problem Details Tab
Issue * | The issue reported by the customer. For Problems logged via email, this field corresponds to the email subject. |
Details | A more detailed description of the issue raised. For Problems logged via email, this field corresponds to the email body. |
Logged By | This field is automatically populated by the application with the details of the system User who originally logged the Problem. In the case of a Problem logged via email, the field will read System Administrator. |
Problem Type | The Type of Problem, selected from the drop down list options. |
Received By | The method by which the Problem was received (eg fax), populated from the drop down list options. For Problems logged via email, the list will display Email. |
Queue * | The Queue the Problem is to be assigned to, selected from available Queues in the drop down list. For Problems logged via email, the Queue will be governed by whether the destination address (To) can be mapped to a system Queue (based on the Primary Address). Custom routing rules may also control the destination Queue. |
Skill Group | The Skill Group the Problem is to be assigned to, selected from available Skill Groups in the drop down list |
Owner | The User the Problem is to be assigned to, selected from available Users in the drop down list. |
Urgency | The Urgency of the Problem, selected from the drop down list. |
Risk | The Risk of the Problem, selected from the drop down list. |
Priority * | The Priority to be given to this Problem (sets the required response/resolution time), selected from the available drop down list options. |
Key 1 | The primary sorting Key for the Problem, selected from the available drop down list options. |
Key 2 | The secondary sorting Key for the Problem, selected from the available drop down list options. |
Key 3 | The tertiary sorting Key for the Problem, selected from the available drop down list options. |
Due Date * | The date the Problem is due to be completed. |
Estimated Solution Date | An estimated solution date, may be earlier or later than above. |
Product Type | The Product Type related to the Problem, selected from the available drop down list options. |
Product | The Product related to the Problem, selected from the available drop down list options. |
Impact | Specifies the severity of the impact of the Problem, selected from the available drop down list options. |
Service Area | The Service Area to which the Problem relates, selected from the available drop down list options. |
Symptom Code | Specifies the type of symptom related to the Problem, selected from the available drop down list options. |
Cause Code | Specified the cause related to the Problem, selected from the available drop down list options. |

Client Details Tab
This tab contains the Client Details of the Primary and Secondary Requestors for the Problem. When a Problem is logged via email then the email address will be populated in the Primary Requestor email field.
The Client Details can be configured to auto-populate details of known contacts. For instructions on how to achieve this Click Here.
The fields in the Client Details tab are as follows:
Company | The company that the Primary Requester is from. |
First Name * | The Requestors first name. |
Last Name * | The Requestors surname. |
Email * | The Requestors email address. |
Phone | The Requestors phone number. |
Division | The Requestors division within the company (if applicable). |
Department | The Requestors department within the company (if applicable). |
Location | The Requestors location. |
Computer | The name of the Requestors computer. |
Ticket Status | This field relates to the VIPTag and VIPColor fields in the versaSRS-SMC. When the VIPTag and VIPColor fields are specified in the versaSRS-SMC and the VIPTag text is entered into the Ticket Status field on the Problem, then in the main versaSRS window the Requestors name will be bold and colored as per VIPColor setting. |

Assessment Tab
This tab is for Assessment purposes and allows the recording of key factors related to the Problem.
Business Impact Analysis | This fields allows entry of the Business Impact Analysis (BIA) related to the Problem. |
Product Loss | If applicable this field allows entry of the Product Loss related to the Problem. |
Technical Resources | This fields allows entry for the Technical Resources relavent to the Problem. |

Root Cause Tab
This tab is where the Root Cause of the Problem is recorded.
Date Determined | The date when the Root Cause of the Problem is determined. |
Time Spent | Time spent determining the Root Cause of the Problem. |
Determined By | The user that determined the Root Cause of the Problem. |
Root Cause Code | The category of the Root Cause of the Problem. |
Known Error | If checked, indicates that the Root Cause is a Known Error. |
Root Cause | Text field allowing entry of the Root Cause details. |

Workaround Tab
This tab is where the Workaround for the Problem is recorded if applicable. A Workaround is defined as reducing or eliminating the impact of a Problem for which a full resolution is not available.
Date Created | The date when the Work Around of the Problem is determined. |
Time Spent | Time spent determining the Work Around of the Problem. |
Created By | The user that determined the Work Around of the Problem. |
Category | The category of the Work Around of the Problem. |
Title | The title of the Work Around. |
Workaround | Text field allowing entry of the Work Around details. |

Solution Tab
This tab contains the Solution of the Problem (if applicable). This allows a Solution to be entered and viewed easily by users.
The fields in the Solution tab are as follows:
Solution | Allows the solution of the Problem to be entered. |
Initial Solution Type | Depending on what is selected it will enable or disable the Send Open/Closed confirmaton checkboxes to suit the circumstance. Applies when creating New Problems only. There are three selections available which are Not Resolved, Workaround and Resolved. |
Send open confirmation checkbox | Checking this will cause the Open Confirmation email (set in the Queue Settings) to be sent when the Problem is logged. Applies when creating New Problems only and that the Initial Solution Type is set to either Not Resolved or Workaround. |
Send closed confirmation checkbox | Checking this will cause the Closed Confirmation email (set in the Queue Settings) to be sent when the Problem is logged/closed. Applies when creating New Problems only and that the Initial Solution Type is set to Resolved. |

Children Tab
This tab contains the list of Problems which have been made a Child or Parent of the Problem.

Links Tab
This tab allows the creation of a link between Problems, Call's and RFC's as well as showing the current links already established. Unlike a Child/Parent relationship a Link does not have to be of the same record type (i.e. Call, RFC, Problem) and is just a connection between two or more entities with no implied hierarchy.
The fields in the Links tab are as follows:
Record Type dropdown box | The type of record that is to be added (i.e. Call, Problem, RFC). |
Record ID | The ID number for the record that is to be linked to the Problem. |
Add button | Adds the record that has been specified in the previous two fields. |
Remove button | Removes the selected linked record from the Problem. |
Page left and right arrows | Changes page if the number of links on the Problem requires multiple pages to display. |

Forms Tab
This Tab maintains a record of all Forms that have been associated with the Problem, Calls or RFC.
The fields in the Forms tab are as follows:
Refresh button | Refreshes the page showing the most up to date display of the Forms in the Problem. |
Select button | Allows selection of a Form to add to the Problem. |
Delete button | Removes the Form from the Problem. |

Sheets Tab
This Tab maintains a record of all Sheets that have been associated with the Problem, Calls or RFC.
The fields in the Sheets tab are as follows:
Refresh button | Refreshes the page showing the most up to date display of the Sheets in the Problem. |
Select button | Allows selection of a Sheet to add to the Problem. |
Delete button | Removes the Sheet from the Problem. |

Assets Tab
This tab allows the linking of an Asset to a Problem, Calls or RFC as well as showing the current assets that are already linked.
The fields in the Assets tab are as follows.
Asset ID dropdown box | This dropdown box allows the selection of the Asset reference type that will be used to link the Asset. |
Asset ID field | This field is where the user enters the ID (as per the selection made in the 'Asset ID dropdown box') of the Asset that is to be linked to the Problem. |
Add button | When the ID has been entered the user can click Add to link the Asset to the Problem. |
Search button | This can be used to search for Assets that have been created in the system. |

Tasks Tab
This tab allows the creation of Tasks as well as listing all of the tasks that have already been created for a Problem. For more information on Tasks click Click Here.
The fields in the Tasks tab are as follows:
Refresh button | Refreshes the page showing the most up to date display of the Tasks in the Problem. |
New button | Allows creation of a new Task to add to the Problem. |

Billing Tab
This tab allows Billing information to be entered. Billing information can only be edited when performing a Problem Update.
The fields in the Billing tab are as follows:
Company | This drop-down box allows the selection of the Primary or Secondary Requestor to be used as the company to which the billing applies. |
No Charge checkbox | Spefied if work done on the Problem is not to be charged for the Company. |
No of Transactions | Allows the user to enter the number of transactions that occurs on the Problem. |
Estimate | Allows the user to enter an estimated time for resolution. |
Time Billed | Allows the user to enter the actual time that will be billed for a single transaction. |
Set as Cumulative | This checkbox if checked will set the Time Billed row as the Cumalitive amount. |
Cumulative | Sums up the total amount of time worked on the Problem |
Audit Log Cumulative | Aggregates the Log Time for Updates to a Problem. |
$ Charge | Specifies the amount charged for the Problem if applicable. |
$ Quote | Specifies the quote given for the Problem if applicable. |
Set As Charge | Sets the $ Quote amount to be the $ Charge amount. |
Ref. Num | The billing reference number related to the Problem |
Notes | Allows the user to enter plain text notes. |

Summary Tab
This tab shows the Printer Friendly view and is a summary of the the main details and correspondence for the Problem.
The fields in the Summary tab are as follows:
Show Comments | If checked will display Comments made within the Problem in the Summary view. |
Show confidential comments | If checked will display Confidential Comments made within the Problem in the Summary view. |
Show correspondence history | If checked will display the Correspondence History (email correspondence) within in the Problem in the Summary view. |
Show Telephone Calls And Meetings | If checked will display the Telephone Calls and Meetings within the Problem in the Summary view. |
Refresh button | Refreshes the page to display the most up to date representation of the Summary view. If checking or unchecking the above display options you will need to click Refresh for the change to take effect. |
Print button | Prints the Summary view |
Show All button | Checks all of the display option fields and refreshes the page. |

History Tab
This tab contains the Audit history of the Problem, Calls or RFC.
There are five tabs within the History tab which are as follows:
History | This tab shows all of the available audit log history for the Problem |
Comments History | This tab shows the audit log history for Comments only. |
Correspondence History | This tab shows the audit log history for Correspondence only. |
Alert History | This tab shows the audit log history for Alerts (i.e. Due Date Alert etc.) only. |
Attachments | This tab shows all of the attachments on the Problem. |

See Also
Opening a New Problem
Viewing a Problem
Closing a Problem
Reassigning a Problem
Assigning a Watcher to a Problem
Create a printer friendly summary of a Problem
Problem status Locked