Overview
- 30 Jan 2024
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Overview
- Updated on 30 Jan 2024
- 1 Minute to read
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Find the Source of the Problem!
The source refers to the cause of the problem. When a problem record is created, one of the important factors is to find the underlying cause or the source of the problem. The source can be categorized based on the nature of the problem and understanding the source is necessary to provide an effective solution.
User Persona: Administrator
Let's explore the following use case.
Use Case User Persona: Administrator | Solution |
| ACME 's IT department is facing recurring problems with their infrastructure servers crashing. This is interrupting the delivery of services to their customers as the servers are not functioning properly. ACME wants to find out what could be the source of this problem. | Administrator Sam can configure the pre-define Source configuration in the problem management module. It can be configured for different tenants. A Source can be from incidents, change requests, vendor issues, etc. |
Configure Source
You can define the Source that has triggered the creation of the Problem Record.
To configure Source, perform the following steps:
- Navigate to Design Studio > Select Module > Configuration > Problem Masters > Source. The Source listing page is displayed. Click New.
Figure: Source List - The Source ID page is displayed.
Figure: Source ID - Enter the required details as described in the following table and click Save.
Figure: Source List
Figure: Source ID| Field | Description |
|---|---|
| Tenant* | Select the Tenant from the list. This is a mandatory field. |
| Source Name | Select the name for the Source. |
| Description | Specify a brief description of the Source. |
| Sort Order | Select the sort order in which the source values are displayed or listed within the ITSM system when analysts are selecting or viewing them. |
| Default | Select the checkbox to display the Source for the selected Tenant, by default. |
| Active | Select the checkbox to make the Source available on the other pages of the application. |
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