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Create a new problem record from an incident
See: How to create a model
IT Help Center is based on activities/attention models. In those, the flow, attention groups, times, escalations, possible returns among others are defined. After a record is created, the tool decides which model will use according to defined rules. Then, the model will rule which group will work in the record. Every while, the tool will check the time that has passed and decide if an escalation is necessary.
There're two ways to create new problem records from an incident:
From Model
Select Problem model and create a new activity:
Click on 
to open a new case inside the model. Current step can't be changed.
Click on 
to open case form
Model is automatically pre-selected
Add Related Cases
You can add a relation with the incident from within the new problem is created or any other existing case.
In the Related cases field, click on
to open editor:
Click on
to search cases:
- Once you've selected a case to relate, select the relation type in the dropdown list: Unknown relation, This case is part of or This case is the result of
- Finally, add title and description:
Click on
to save.
Click on icon to delete relation
Click on icon to edit relation
Click on icon to view the info of the related case.
If you didn't add the relation during the problem creation, you can add (Or edit) it later:
Click on
See: Add/edit related cases
- Click on
to create new problem record.
Select from the grid and click on
to view problem detail
Click on to edit problem:
Outside the model
- Select Problem model and create a new activity:
Click on
to open a new case outside the model. Current step can be changed.
Click on to open case form
To add Related cases see: Add Related Cases
- Click on to create new problem record.
Select from the grid and click on to view problem detail
Click on to edit problem:
