--- title: Registering Problem slug: helium-en/registering-problem description: Learn how to use the Problem Management process to effectively resolve IT failures and prevent future issues. Find out how to register a problem, provide necessary details, and link relevant items. Choose to cancel or save the problem to create a unique i createdAt: 2021-10-19T00:22:54.000Z --- The **Problem Management** process is responsible for the final resolution and prevention of the failures behind the incidents that affect the normal operation of IT services. This functionality allows registering the problems encountered. ## Before getting started - [x] It is necessary to register the problem portfolio; - [x] The user needs access permissions for the "**Problem**" process. ## Procedure 1. Access the main menu `Processes > Problem Management > Problem`; 2. Click on "**Options**" and then on "**Register**"; 3. Complete all fields available to identify the requester; ### Identification Fields | **Field** | **Description** | | --------------------- | ----------------------------------------------------------------- | | **Requester(\*)** | Name of the requester (can be searchable with %%) | | **Phone** | The phone number of the requester | | **Extension** | The extension number of the requester | | **E-mail(\*)** | Add an e-mail for the requester | | **Unit(\*)** | Unit of the requester | | **Physical Location** | It is possible to select the location of the requester | | **Source(\*)** | The source of the problem you're creating | | **Other information** | All other information that is necessary to understand the problem | (\*) Mandatory fields ### Selecting an Incident Here it is possible to link an incident to the problem you are creating. We have the following functions: | **Function** | **Description** | | ------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Register** | This option is to register a new incident to be linked to the problem being created. By clicking on this option, the screen of incident registration will open | | **Add** | This option is to relate an already existing incident. This will open a window so you can search for the incident you want with the available filters | (\*) Mandatory fields ### Detailing the Problem The user will select all the information about the problem itself. | **Field** | **Description** | | ------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Portfolio** | The portfolios that the user are linked | | **Model** | The model available for the portfolio selected | | **Title(\*)** | The title to identify the problem | | **Description(\*)** | All the details to describe the problem being created | | **Management(\*)** | There are two options: Reactive - created so there is an assessment of the probable root cause of a currently running incident; Proactive - created to investigate situations that may cause future incidents | | **Contract(\*)** | Contracts linked to the portfolio | | **Executor Group** | The group responsible to solve the problem | | **Impact(\*)** | Impact of the problem | | **Urgency(\*)** | The Urgency of the problem | | **Severity(\*)** | Select the degree of severity of the problem | | **Notifications** | Select which types and email the user will receive | (\*) Indicate mandatory field ### Linking Additional Items On the left side of the screen, besides the options, we already presented to create a problem. There is a box to link additional items. | **Function** | **Description** | | --------------------------- | ---------------------------------------------------------------------------------------- | | **Related CI** | Can link a CI to a problem | | **Services of the Problem** | Can link services to it | | **Release** | Can link a release to the problem or register a new one | | **Problem** | Can link another problem to the one you are creating, or also create a new one from here | | **Knowledge Base** | Can link knowledge from the Knowledge Base or create a new one | ### Saving At the end of the page, you will find a floating button with the functions of: | **Function** | **Description** | | ------------ | ---------------------------------------------------------------------- | | **Cancel** | To cancel the creation of the problem and go back to the problems list | | **Save** | To save the problem and create the number to identify it |