Problems › Create a Problem › Create a Problem Using a Template

Create a Problem Using a Template

From the File menu, you can choose to use a template to create a new problem. The data contained in the template is used as the basis for automatically populating some of the fields in the new problem.

Note: If multi-tenancy is installed, the list page displays a tenant column and a tenant drop-down list in the search filter. Specifying <empty> in the search filter searches for public objects. On detail pages, select the appropriate tenant from the drop-down list. If you select <empty>, the object is public.

To create a new problem from a template:

1. On the Service Desk tab, choose File, New Problem from Template.

   The Problem Template Search page displays, listing the available templates for creating problems.

2. Select the template you want to use.
3. Complete the fields as appropriate for the problem.

   See Problem Fields for field definitions.

4. Use the controls available on the tabs at the bottom of this page to process the problem as appropriate.

   See Problem Tabs for more information.

5. Click one of the following buttons:
   • Save -- Save the problem and close the window.
   • Create Change Order -- Opens the Create New Change Order window so you can create a change order ticket associated with this problem.
   • Cancel -- Close the window without saving any changes.
   • Reset -- Resets all fields to the last saved values.
   • Find Similar -- Opens the Find Similar page to search for similar problems.
   • Quick Profile -- Displays the contact information for the user entered in the Affected End User field.

     If you are creating a new problem, a list of available users appears. Select the user that is the Affected End User field.

   • Use Template -- Displays a list of available problem templates. Select the template you want to use for creating this problem.