Problem Task form
Description of the field values for the problem task form.
| Field | Description |
|---|---|
| Number | Read-only. Unique number to identify the task. |
| Type | Read-only state. Determines whether the problem task is created specifically to investigate the cause of the problem or is a general task. Note: This field appears only for new customers from Madrid or a later release as it is part of the state management process. |
| Configuration item | Configuration item \(CI\) that the problem applies to. The CI class of the selected configuration item identifies the type of problem, for example, hardware, network, or database. |
| Due date | Date within which the problem task should be completed. |
| Source problem | Unique number of the problem for which the problem task is created. |
| State | For existing customers, the available states are: Pending, Open, Work in Progress, Closed Complete, Closed Incomplete, and Closed Skipped. For new customers from Madrid, the state management process is applied. This state field is a read-only field. The states available are: New, Assess, Work in Progress, and Closed. |
| Close code | Read-only field indicating whether the problem task was completed or canceled. Note: This field appears only for new customers from Madrid or a later release as it is part of the state management process. |
| Priority | How quickly the service desk should address the problem task \(Critical, High, Moderate, Low, or Planning\). |
| Assignment group | Specific group to whom the problem task is assigned to. |
| Assigned to | Specific problem analyst to whom the task is assigned to. |
| Short description | Brief description of the problem task. When you update the short description, and move to another field, the Related Search field displays knowledge articles. If you configure the problem properties, then the Related Search field displays other related information related to the short description. |
| Description | Detailed description of the problem task. |
| Related Search | Result of a search. Note: If you want to search and link a knowledge article to the Problem task, click Attach. |
| Notes | |
| Work notes list | Users who receive notification when work notes are added to the problem task. |
| Work notes | Inscription about the work that you perform on the problem task. |
| Analysis Information | |
| Cause code | Cause of the Problem such as Environmental disaster, Hardware issue, People/Process/Documentation. |
| Workaround \(Root Cause Analysis only\) | Method that you have used to overcome the Problem. It can be a way of dealing with a problem or making something work despite the problem not being resolved. |
| Closure Information | |
| Completed by | Read-only field. Name of the user who completed the task. |
| Completed | The reason why this problem task has been canceled. |
| Proposed fix notes \(Root Cause Analysis only\) | Inscription on how you have fixed the problem task. |
| Close notes \(General task only\) | Inscription on the work you have completed. |
Parent Topic:Reference section for Problem Management