Process View page (Problem Management)
| Article:HOWTO82262 | | | Created: 2012-11-05 | | | Updated: 2013-04-18 | | | Article URL http://www.symantec.com/docs/HOWTO82262 |
The Problem Management's Process View page is the primary interface for working a problem ticket. This Process View page appears when you open a problem ticket. The Process View page consists of multiple sections (Web parts) that display general information about the problem and any actions that you can perform.
Examples of the general information that the Problem Management's Process View page provides are as follows:
The problem's history
The related processes
The assignments
Examples of the actions that the Problem Management's Process View page lets you perform are as follows:
Work the problem.
Change the priority.
Remove the problem.
The actions that are available to you and the information that you can access on the Process View page depend on the following conditions:
Where the ticket is in the resolution process
Your involvement in the process
Your permissions
If your Problem Management's Process View page was customized, its appearance and contents might differ from the default Process View page.
Table: Default sections on the Problem Management's Process View page
Section | Description |
|---|---|
All Contacts | Displays the users who are associated with the ticket or who work on the ticket. These users can be anyone who works on the ticket as well as anyone who is added at any phase of the process. You can view details about the contact or add a new contact if you have permission to do so. |
Assignments | Displays the following items:
See About actions and smart tasks on the Process View pages. |
Description | (Read only) Displays the description that was entered during the task's initial creation. |
Documents | Displays any documents that are attached to the process or task and lets you attach additional documents. |
History | Displays a record for each action that has occurred within the process. For example, a record can represent a status change, a task, or a user comment. |
Permissions | Lists the workers and groups who have permission to participate in the process and what they can do. You can edit or delete existing permissions, and you can add new permissions. Permissions are not checked when you make changes in this section. If the people who you enter do not have the appropriate permissions, they cannot participate in the process regardless of what you enter. |
Primary Contacts | Displays the primary contact for the ticket. Typically, the primary contact is the person who reports the problem. Sometimes, the primary contact is someone other than the submitter. |
Process Time | Displays the amount of time that has been recorded for a ticket to date and lets you post additional time. ServiceDesk tracks the following times:
|
Related Items | List the items that are related to the process. Provides the links that you can use to discover more information about those items. You can view details about the related processes or add new references if you have permission to do so. |
Related Processes | Lists any other tickets that can be associated with the current problem ticket. |
Switch View | Lets you switch between the and the . The Full Process View is the default view. The Basic Process View is a simplified view that eliminates many of the options that normally appear. This view is useful for reviewing the process tickets that have extensive history |
Top section The title bar displays the title of the problem. | Provides a quick view of the ticket's identifying details and statistics. Contains the following action links:
|
|
|
Legacy ID
v80127553_v81470773
Article URL http://www.symantec.com/docs/HOWTO82262
Terms of use for this information are found in Legal Notices
Thank you.