Mario 5 Laps

Problem template

in ServiceDesk Plus  •  Feature Request  •  14 Jan 2015
Why we cannot edit/create a template for problems? I would like to remove couple of default fields but the system won't let me to do it. Can this be considered as a feature request?
Also how can set up SLAs for Problems?

Regards
Mario

Replies (12)

Sven Willemen 10 Laps
Hi Mario,

Your question for templates for problems is a valid one, although i don't see such a big need to create templates for it...

Some questions are seemingly caused by lack of knowledge of ITIL. Conceptually there is a big difference between a 'problem' and an 'incident'.... SLA's for problems don't have much use. Google this for yourself and try to figure this one out.

With kind regards,

Insectiside
Mario 5 Laps
Hello,

I am actually ITIL certified so I would say my knowledge is just enough to understand it. This request has just been raised after a meeting in regards to lack of updates in Problem. My organization run weekly problem management meetings and I need to assure that all problems are getting resolved in a respective time. To make things simpler I want to get rid of some of the default entries in a Problem "template" and additionally I would like to notify certain people when the problem is getting overdue depending on its priority (read SLA).

Regards
Mario
Hi Mario,

As of now templates for problem module is not available, the feature is in our road map but we have not started to work on it yet. The feature id for your reference is SDF-57112. Kindly let me know if you need further assistance.

Regards
Charles
Servicedesk Plus
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Mario 5 Laps
Thanks Charles, 

Are you able to tell me when you would expect to start working on this?

Also, is it possible to set up an SLA for a Problem? I need to set up notification alerts for high priority problems so the system would send an email to a problem manager, technician and task owners when the problem is getting overdue.
Mario 5 Laps
If SLA is not possible, I have noticed on the other thread that you are planning to bring OLA into SDP. Will this be available for problems too?
I agree with Mario.  You made the incident and change templates so easy to manage and then you give us no ability to edit the problem template.  I want to completely redo it because it makes no sense for part of our organization and I cannot use it until it does.  

Thanks,

Scott
Hi Scott,

Option to have template for Problem Module is in our road map but we have not started to work on the feature yet. The feature id for your reference is SDF-57112. It will be added to the application in future.

Similarly, SLA for Problem tickets is again not available in the application as of now. This is also available in our features list, the feature id is SDF-52396.

At the moment we have not started to work on these two features yet. We will revisit our features list and start to work on the problem module in future.

Regards
Charles
Servicedesk Plus
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Jon Emmons Formation Lap
I'm also very interested in both the Problem Template feature and Problem SLA feature. This post hasn't been updated in a while so I wanted to check back whether there is any information on when these features will be enabled?

Thanks,
Jon
Hi Jon,

I did check this out with our product development team with regards to this feature, for now we do not have an ETA regarding the same.

Regards,
Santhosh Mahiban
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Peter Lowe 15 laps
Similarly problem templates and fields and form rules would be of use to us.
Hi Everyone,

As of now this requirement is available in our product roadmap, however for now its too early to comment on the ETA for the same.

Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
Harpreet Gill Formation Lap

Re: Problem template

16 Jun, 05:38 AM
Hi, 
any word on when the problem template will become available ?