ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Add/Associate Problem to Requests
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
You have an option to add, associate, view and detach problem to requests. Similar problem occurred
to Incidents ( requests ) can be associated in order to track the problem occurred for the same
request. You can also add new problem or detach the existing problem to a request. While
adding/associating/detaching a problem the approval status of the request does not change.
� Associating Problem to request
� Add Problem to request
� Viewing Associated problem
� Detach Request from Problem
Associate Problem to Request
You can also associate the existing problem to the request. To associate problem,
1. Log in to the ServiceDesk Plus application using your user name and password.
2. Click the Request tab in the header pane. This opens the request list view page.
3. Click the Subject link of the request for which you want to add a problem. This opens the
request details page.
4. Click the Actions combo box on the top right side of the page. Click Search Problems
option. This opens Associate Incidents to problem page as shown
below,
4. Select the type of problem to be displayed by selecting from the Filter Showing combo box
on the top left hand side of the page. Ex: Open Problems or All Problems and so on. On
selecting the problem type the corresponding problems gets listed.
5. Select any one problem to be associated with the request by enabling the radio button beside
the title of the problem.
6. Click Associate button to associate respective problem to the request (particular selected
request). You can associate the same problem to different requests. Once the problem is
associated to the request, the View Problem and Detach from Problem option appears
under Actions combo box.
Add Problem to requests
You can add new problem to requests. To add new problem,
1. From the request list view page, click the Subject link of the request for which you want to
add a problem. This opens the request details page. Click New Problem button on the right
hand side of description field. (OR) Alternatively, you add a new change from the Associate
Problem to Incident pop up page. Click New Problem button below the filter showing combo
box. This opens the New Problem form.
2. The details such as Status, Impact, Urgency, Priority, Category, Sub category, Item along
with Subject and Description remains the same as of the request. If required, you can modify
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