Manage problems

A problem is the cause of potential incidents and, once identified, can be managed in GLPI.

Creating a problem object can be done either from the ticket form, in tab Problem, or directly from menu Assistance > Problems.

The problem creation form is very similar to the ticket creation form and shares with it many concepts: Requester, Watcher, Assigned to, Status, Urgency, Impact, Priority, Category. For more information, see Manage tickets.

À faire

Check what is means From tickets list, an alternative solution can be associated to linked tickets without solving the problem. Depuis la liste des tickets, une solution de contournement peut être associé massivement aux tickets liés sans pour autant résoudre le problème.

Problems use their own notifications, see configuration of email follow-ups.

Statistics similar to tickets are available for problems, see Display statistics.

The different tabs

Changes

This tab allows to display changes associated with the problem and add new changes. See Solutions

Analysis

This tab contains problem analysis and describes impacts, causes and symptoms.

Solutions

This tab allows to describe the resolution of the problem. See Solutions

Statistics

Statistics similar to tickets are available for problems. See Statistics

Tasks

A task is an action linked with a problem, usually a technical intervention. See Tasks

Costs

This tab defines the costs applicable to this problem. See Costs

Elements

This tab allows to attach an item to the problem by choosing the type and the selected item. See Items

Tickets

The Tickets tab is used to create a ticket associated with the current object. It also lists the tickets already linked to the object.

Note

A second table lists the tickets attached to the linked elements

Note

Any deletion or addition of a ticket is recorded in the history.

Documents

Additional information is stored in the form of external documents which are files uploaded into GLPI. In the Documents tab, documents can be associated and unlinked with the selected item. The management of the documents themselves is dealt with in another chapter.

It is also possible to quickly create a document via this tab by specifying the desired file and optionally the field in which the new document is to be placed. The name of the created document will be based on the name of the added file.

Note

When you delete a document from this tab via mass actions, you only remove the link between the object and the document; the document itself is still present.

Notes

The Notes tab provides a free text field for storing additional information. Notes are displayed in the order of their creation.

History

The History tab is used to show any changes made to an item. The following information about the changes is available:

• ID of the change.

• Date and time the change was made.

• User who made the change. If this field is not filled, it means that the action was done automatically (For example: automatic inventory update).

• Field that was changed.

• Description of the change that was made.

The description of the change represents either the difference between the old and the new value (For example with location field: Change HQ to Remote Office A), or the explanation of the action which was carried out (For example: Uninstallation of a software: « Gimp 2.0 »).

Note

For dropdowns or objects with a parent/child relationship, the modification of a child will appear in the history of the parent element.

All Information

For an item, all information is displayed on one page from the All tab. This shows all of the tabs of an object’s form in one view, one below the other.