Description

This solution will show you how to raise a problem within Freshservice.

Process

Click the plus in the top right-hand corner and select Problem.

For requester, select your name and email.

For Subject add a short description of issue and in the description put as much information as possible about the issue currently

For status always leave as “Open”

For Priority and Impact select the level you feel reflects the urgency of the issue. This can be changed later.

For Due by, only fill this in if the problem needs to be resolved before a certain date. i.e a 3^rd party company is going to make a change after this date. If not due date ir required, please click “Clear”

For the rest, please fill in the correct fields for who has the problem and what the problem is about.

You can attach any documents/photos which can help with the resolution of the problem.

Click “Save” in the top right when finished.

You will then be taken to the created problem. Once created fill in the Impact and Symptoms so we can associate other tickets with the problem. 

These can be updated as well as more information about the problem is found out.

You can also add Notes using the notes tab, use this to provide the latest update on the problem.

If you have a workaround straight away add it at the bottom, you can either select a solution or if one needs to be created, please create one and put in in the “Workaround” folder.