ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Editing a Problem
To edit a problem available in the ServiceDesk Plus Problem module
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Problems tab in the header pane. This opens the problems list view page.
3. Click the Title of the problem which you want to edit. This opens the Problem details page
which list the Tasks that can be performed on the problem.
4. Click the Edit link on the top of the page to modify the problem details. This opens the Edit
Problem page. From this page you can add status of the problem from open to close, and
also change the entire template to a new one apart from the regular editing of the problem
details.
Alternatively, you also have an inline edit option to modify the problem details in the view
problem page. Click the edit icon on the right side of each block which opens the problem
form fields in editable format. After modifying the values, save the changes. This comes in
handy when you need to edit the values of the entire block say Problem Details one by one.
Modifying the Problem Details
In the editable problem form you can change the problem details, such as Status of the problem as
Closed or Open, Impact details, Urgency and Priority details. You can also modify affected IT
Services and Assets Involved in the problem.
Modifying Owner Details
You can modify the owner details and technician details of the problem. If you have configured Sites
in the application, then Sites drop down appears. You can modify the site in which the problem has
occurred. The corresponding technicians associated to the site is listed. You can also edit the
Reported Date and Due by Date of the problem. If the problem has been closed, then the Closed
date will be displayed beside this due by date.
Modifying the Problem Category
You can change the Category, Sub Category and Item of the problem. If the same was not
appropriately chosen at the time of submitting then the problem can be selected now from the drop
down list.
Modifying the Problem Description
You can modify the title and description of the problem to completely capture the actual nature of the
task at hand.
Appending Attachments
If you wish to attach more files to the problem, click the Attach a File button and attach as many files
as you wish and click Done. You can also delete the attachments that were already available in the
problem by clicking the delete icon available beside the attachment.
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