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.
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
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
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.
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.
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
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.
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?