Wiki 1stAnswer Help

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====== Edit Problem ======
The I Want To Panel contains all actions for editing a Problem at a glance:

\\ {{:en:pm:detail:iwantto_problem.png  |I Want To Panel}}
**Send e-mail**\\ [[en:im:detail:edit#send_email_to_customer|It works the same way as in Incident Management.]]
\\ \\ **Create new Problem**\\ You create a new Problem with the same **Title**, **Description** and **Category**.
\\ \\ **Create new Knowledge Base Article from Problem**\\ Out of a Problem you can create a Known Error which are displayed in the Incident. These articles are added to the categories. During this process the Description and if available the solution will be adopt.
\\ \\ **Set re-opening date**\\ [[en:im:detail:extendededit#set_re-opening_date|It works the same way as in Incident Management.]]
\\ \\ **Create 8D-Report**\\ [[en:im:create:for8dreportt|It works the same way as in Incident Management.]]

===== Add Configuration Items / Machines =====
To add a CI after creation of a Probelm works the same way as it is described for [[en:pm:create:start#assign_configuration_item|creation of a Problem.]]

To remove a CI after creation of a Probelm works the same way as it is described for [[en:pm:create:start#zugewiesenes_ci_entfernen|creation of a Problem.]]

===== Comments =====
You can add your comment in the middle of the page.
\\ Click on <html><font color="darkorange"><b>Add comment</b></font></html> to save the comment at the Problem.
\\ {{:en:pm:detail:addcomment_problem_part1.png|Enter a comment}}

Each entered and saved comment will be displayed below the entry field.
\\ {{:en:pm:detail:addcomment_problem_part2.png|All entered and saved comments}}

<note tip>If you like you can mark it as <html><font color="darkorange"><b>intern</b></font></html>. Customer who contains the right **"User.external"** can't see this comment.</note>

A created comment you can:
\\ {{:en:pm:detail:deletecomment_problem.png|Delete comment from Problem}}**=> Delete comment**
\\ {{:en:pm:detail:makecommentprivate_problem.png|Make comment private}}**=> Make comment private** (only visible if comment is public)
\\ {{:en:pm:detail:makecommentpublic_problem.png|Make comment public}}**=> Make comment public** (only visible if comment is pivate)

===== Add attachment =====
To select the attachment you want to add please click on <html><font color="darkorange"><b>Durchsuchen</b></font></html>.
\\ {{:en:pm:detail:addattachment_problem.png|Search and select wanted attachment}}
\\ Please click on <html><font color="darkorange"><b>Durchsuchen</b></font></html> again in next line to add more attachment.
\\ If you're ready click on <html><font color="darkorange"><b>Add attachment</b></font></html> to add the attachments.
\\ {{:en:pm:detail:addattachment_problem_part2.png|Add selected attachments}}

<note tip>If you like you can mark the attachment as <html><font color="darkorange"><b>intern</b></font></html>. Customer who contains the right **"User.external"** can't see this attachment.</note>

An added attachment you can:
\\ {{:en:pm:detail:deleteattachment_problem.png|Delete attachment from Problem}}**=> Delete attachment**
\\ {{:en:pm:detail:makeattachmentprivate_problem.png|Make attachment private}}**=> Make attachment private** (only visible if attachment is public)
\\ {{:en:pm:detail:makeattachmentpublic_problem.png|Make attachment public}}**=> Make attachment public** (only visible if attachment is pivate)

===== Solve Problem =====
To solve the Problem you have to click on <html><font color="darkorange"><b>Solve Problem</b></font></html>.
\\ {{:en:pm:detail:iwantto_solution_problem.png|I Want To: Solve Problem}}

A entry mask appear where you can enter the solution. After you haver enter the solution you have to click on <html><font color="darkorange"><b>Save and assign to me</b></font></html> to save your solution.
\\ {{:en:pm:detail:enter_solution.png|Solutio entry mask}}

\\ After this step the Problem status change to <html><font color="darkorange"><b>solved</b></font></html>.
\\ {{:en:pm:detail:problem_solvedstatus.png|changed Problem status: solved}}

===== Close / reopen =====
To close the Problem please click on <html><font color="darkorange"><b>Close Problem</b></font></html>.
\\ {{:en:pm:detail:iwanttoclose_problem.png|Close Problem}}

<note important>All linked Incidents which are in status **wait** will be set on status **open** when the Problem is closed.\\ This behaviour can be activated or disabled (mandator).</note>

Now the Problem can be reopen or pushed back to pool.

  * To reopen the Problem please click on <html><font color="darkorange"><b>Reopen Problem</b></font></html>.
  * To push the Problem back to pool please click on <html><font color="darkorange"><b>Save and push back to pool</b></font></html>.

{{:en:pm:detail:iwantto_reopen_problem.png|Reopen Problem}}

===== Reject =====
To reject a Problem please click on <html><font color="darkorange"><b>Reject Problem</b></font></html>
\\ {{:en:pm:detail:iwantto_reject_problem.png|Reject Problem}}
\\ For rejection enter a reason why you don't want to work on this Problem. For this there are available 1449 characters.
\\ {{:en:pm:detail:reject_problem.png|Reject Problem}}

As soon as the Problem is rejected the status will changed to rejected at the pool
\\ {{:en:pm:detail:problempool_statusrejected.png|Rejected Problems at the Pool}}

In the InfoPanel in the Problem the status has chenged too:
\\ {{:en:pm:detail:rejection_infopanel_problem.png|Status changed to rejected}}

A rejected Problem can be reopen too. Follow the same steps as described [[en:pm:detail:edit#close_reopen|before]].

===== Create Relations =====
Relations to other Incidents and Problems helps to identify faster a connection.

The creation of a relation is set by the buttons in the <html><font color="darkorange"><b>I Want To</b></font></html>-Panel.

To create a relation to an Incident please click on:
\\ {{:en:pm:detail:iwantto_relateincident_problem.png|Relation to an Incident}}

Above the description a mask appear. In this mask you have to enter the ID of the Incident which you want to connect to the Problem. After clicking on "Add relation" the relation is set.
\\ {{:en:pm:detail:relate_an_incident_to_problem.png|Relation to an Incident}}

To create a relation to an Problem please click on:
\\ {{:en:pm:detail:iwantto_relateproblem_problem.png|Relation to a Problem}}

Now it's the sam procedure as for a relation with an Incident.
\\ {{:en:pm:detail:relate_a_problem_to_problem.png|Relation to a Problem}}


**Created Relations**
\\ All relations to a Problem or an Incident are displayed above the description and in the Infopanel on the left. There you can open them in read only mode. In the display above you can also delete a relation through the **X**.
\\ {{:en:pm:detail:relationsview_problem.png|all relations}}
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