Submitting a Problem

The problem life cycle begins with a submitted problem. You can create and submit problems using ChangeGear's Problem submission form on the Web. Some fields are automatically completed when the form is opened for the first time. Certain fields are required before a problem can be submitted or saved as a draft.

You can elect to save the problem report and return to it later without submitting it. This is referred to as the Unsubmitted work flow stage. Begin by creating a new problem report and entering as much information as possible, then click the Save as draft button in the group menu. You must click Submit to enter the problem in ChangeGear.

If you edit a ticket without saving, the system prompts you to save when you close the ticket.

Tip: You can create a new ticket within the form. The new ticket appears in the same web browser as the Problem you are editing. If you have any unsaved changes, you must save before creating a new ticket.

To submit a problem report:

1. On the home page, click Report a Problem

   - OR -

   Navigate to the Problem tab and click New in the toolbar.

2. Fill out the Problem Form. Required fields are marked in red with an asterisk.

3. Click Submit

   - OR -

   Click Save as draft.

Note: You can create a problem report by promoting an incident. When an incident is promoted to a problem, the summary, description, requester, priority, and due date fields are copied over to the problem report by default.

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