Problems › Create a Problem › Create a Problem from the File Menu › Problem Tabs

Problem Tabs

The following tabs are available on the Create New Problem, Problem Detail, and Update Problem pages:

Activities

Displays a log of the activities performed to resolve the problem. For details about working with this tab, see Add Activities to a Problem.

Event Log

Displays a record of significant actions that occur regarding the problem. For details about working with this tab, see Problem Events.

Attachments

Allows you to attach a document or a link to a URL to the problem. For details about working with this tab, see Problem Attachments.

Workflow Tasks

Lists the process instance and related audit trail messages for a CA Process Automation, CA Workflow, or Classic Workflow that is associated with the ticket. The Workflow Tasks tab shows fields that apply to an attached workflow. The workflow may require some of the work items to complete before the ticket can close.

Note: The Workflow Tasks tab appears only if your administrator configured workflows for the ticket area or category. For more information about workflows, see the Administration Guide.

Service Type

Allows you to associate a service type to indicate the level of support for the ticket. For details about working with this tab, see Attach a Service Type Event.

Attached Incidents

Allows you to view a list of any incident tickets attached to the problem ticket.

Knowledge

Allows you to search for or submit information to the CA SDM Knowledge Base to help resolve problems. For details about working with this tab, see Use Knowledge to Resolve a Problem. The Federated Search capability helps you to get the knowledge search results from multiple sources. For example, Google, SharePoint, CA Open Space, and so on.

Solutions

Allows you to store information about the problem solution with the problem record for future reference. For details about working with this tab, see Solution.

Parent / Child

Allows you to create a parent/child relationship between the problem and another CA SDM record. For details about working with this tab, see Create Parent/Child Relationship.

Properties

Your CA SDM administrator can add custom properties to problem areas. For details about working with this tab, see Problem Properties.

Templates

Allows you to create a Problem template using the current ticket as a model. For details about working with this tab, see Create a Problem Template.

Note: If multi-tenancy is installed, the list page displays Tenant and Public Data settings in the search filter. Public Data can be Excluded or Included with Tenant data; Only searches for public objects exclusively. On detail pages, select the appropriate tenant from the list. If you select <empty>, the object is public.

More information:

Problem Fields