The Problems tab

SECURITY  Security level with access to CRM, and Edit All or Edit Mine permission for associated organization. Service Desk object permissions to add and edit tickets.

NAVIGATION   > Service Desk > Search > Tickets > click Search > open a ticket

NAVIGATION   > CRM > Search > Organizations > click Search > click an organization name >  accessory tabs > Tickets

On the Problems tab of change request tickets, you create and manage associated problems. To open the page, use the path(s) in the Security and navigation section above.

The following options are available:

Option Description

Associate Existing Problem(s)

Click this button to open the Select Ticket page. All problem tickets in your Autotask instance are available. By default, Show Tickets > 1 Year Old and Include recurring Tickets are selected, Include Complete Tickets is cleared, but can be modified.

  • Use the quick filter row below the column headings to narrow your search.
  • To open a ticket, click on the Ticket Number.
  • To select a ticket as an incident on the problem or change request, click anywhere else on the ticket row.
  • To clear a ticket from the Selected Items list, select it and click Clear.

New Problem

Opens the New Ticket page, with Problem preselected as the ticket type.

The Title and the Organization default to the title of the change request ticket, and a number of Ticket Information fields are copied as well. Complete and save the ticket.

Context menu

Disassociate Ticket

To sever the relationship between the change request ticket and a problem on the table, select Disassociate Ticket from the ticket context menu.

NOTE  Removing a problem from a change request ticket does not delete the ticket.

For a full description of the context menu available on all ticket tables, refer to Searching and managing tickets.