In System Center Service Manager 2010, you can use the following procedures to create new problem records and then edit them by using the Service Manager console. You can create a new problem record from the Service Manager console, from an incident view, or from an incident form.

To create a new problem record from the console

  1. In the Service Manager console, click Work Items.

  2. In the Work Items pane, expand Problem Management, and then click Active Problems.

  3. In the Tasks pane, click Create Problem.

  4. In the Title box, type a title for the problem. For example, type Outlook E-Mail Restricted Permissions.

  5. In the Description box, type a description of the problem. For example, type Users cannot view e-mail messages sent with restricted permissions.

  6. If you want to assign the problem to an analyst, enter the name of the analyst in the Assigned to box.

  7. In the Source list, select the source of the problem request.

  8. Select the appropriate values in the Category, Impact, and Urgency boxes.

  9. Click OK.

To create a new problem record from an incident view

  1. In the Service Manager console, click Work Items.

  2. In the Work Items pane, expand Incident Management, and then click All Incidents.

  3. In the All Incidents list, search for incidents whose titles match the problem record that you want to create, and then click Search. For example, search for restricted permission.

  4. In the search results, select the incidents for which you want to create a problem record. In the Tasks pane under Selected Items, click Create Problem.

  5. In the Title box, type a title for the problem. For example, type Outlook E-Mail Restricted Permissions. When you create a problem by using this method, the problem form inherits the title from the open incident if a single incident was selected. If multiple incidents were selected, the Title box is blank. You can change the title of the problem record.

  6. In the Description box, type a description of the problem. For example, type Users cannot view e-mail messages sent with restricted permissions.

  7. If you want to assign the problem to an analyst, enter the name of the analyst in the Assigned to box.

  8. In the Source list, select the source of the problem request.

  9. Select the appropriate values in the Category, Impact, and Urgency boxes.

  10. Click OK.

To create a new problem record from an incident form

  1. Make sure that an incident is already open. Then, under Tasks, click Create Problem.

  2. In the Title box, type a title for the problem. For example, type Outlook E-Mail Restricted Permissions. When you create a problem using this method, the problem form inherits the title from the open incident. You can change the title of the problem record.

  3. In the Description box, type a description of the problem. For example, type Users cannot view e-mail messages sent with restricted permissions.

  4. If you want to assign the problem to an analyst, enter the name of the analyst in the Assigned to box.

  5. In the Source list, select the source of the problem request.

  6. Select the appropriate values in the Category, Impact, and Urgency boxes.

  7. Click OK.

To edit a problem record

  1. In the Service Manager console, click Work Items.

  2. In the Work Items pane, expand Problem Management, and then click Active Problems.

  3. In the Active Problems view, double-click a problem. For example, double-click the Outlook E-Mail Restricted Permissions problem.

  4. In the problem form, edit information that needs to be changed. For example, if a workaround is found for the problem, click the Resolution tab. Then, in the Workarounds field, type the workaround steps.

  5. Click OK.

To validate the creation of a new problem record

  • In the Tasks list, click Refresh to view the new problem record, or open the problem record to view the revised information.