Adding Defects

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A defect is used to group a set of events that disrupt services in the infrastructure. Defects are used to identify and label issues, which the underlying cause is the same. They enable you to organize similar tickets together based on their cause. You can access the View Defects page by clicking the Defects link on the Help Desk menu bar. New defects can be added in the View Defects page, as shown in Figure 1.

 

Helpdesk_listofdefects

Figure 1 List of Defects in the Help Desk Module

When you click action_icon, a context menu is displayed with the following options:

View Details
Modify
Delete

The defect details page lists all tickets related to the current defect, as shown in Figure 2.

Tickets can be associated with defects from the Add Ticket or Modify Ticket pages.

 

Helpdesk_defectdetails

Figure 2 The Defects Details Page