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Version: 1.12.1

Create Problems

tip

Role required: problem_manager.

A problem can be created in two ways:

  • from an incident.
  • from scratch.

Create a problem from an incident​

To create a problem from an incident, follow the steps below:

  1. Navigate to Incidents → All Incidents.
  2. Open the incident that you need to create a problem from.
  3. In the burger menu, click Create problem.
  4. Fill in the form.
  5. Click Save or Save and exit to apply the changes.

For the description of fields that appear on the General tab, see the table later in this article. On the Related Records tab, the Related Incidents field for the new problem automatically obtains the number of the related incident.

Create a problem from scratch​

To create a problem from scratch, follow the steps below:

  1. Navigate to Problem Management → New.
  2. Fill in the form.
  3. Click Save or Save and exit to apply the changes.

Problem form fields

The Number field is populated automatically and has the PRBXXXXXXX format.

FieldMandatoryDescription
StateYSpecify the problem state and progress. See Process Problems to learn more.
Postponement causeYSpecify the reason for postponing work on the problem. Available options:
  • External processing
  • Implementation postponed
  • Solved by change
This field appears if the State is set to Postponed.
ImpactY

Measure the impact caused by the problem on the business processes.

See the Priority Management article to learn more.

UrgencyY

Specify the urgency of the problem. Typically, it is evaluated based on the time remaining until the problem impacts the business.

See the Priority Management article to learn more.

PriorityY

Identifies the importance of the problem. This field is populated automatically based on the value of the Impact and Urgency fields.

See the Priority Management article to learn more.

Assignment groupY

Specify a user group responsible for resolving the problem.

When the Assignment group is specified, the Assigned user field becomes non-mandatory.

There is a dependency between the Assigned user and Assignment group fields. To learn more, refer to Auto Assignment.

Assigned userY

Specify a user responsible for resolving the problem.

When the Assigned user is specified, the Assignment group field becomes non-mandatory.

There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to Auto Assignment.

SubjectYAdd a short description of the problem.
DescriptionN

Add a detailed description of the problem.

A user must fill this field when registering or changing the problem record.

Related CIsNSpecify related configuration items affected by the problem.
Copy CIs to OriginatorsNSelect this checkbox to relate configuration items from the problem to entities that are problem originators.
CallerYSpecify the originator of the problem record.
CompanyNSpecify a company to which the problem is related.
ServiceYSpecify a service affected by the problem.
Attention requiredNSelect this checkbox to notify the line manager of the assigned group/assigned user.
Followers listNThis field is populated automatically with a list of users who follow the problem for tracking the updates.

The form contains the Activity Feed that appears after the problem is saved. You can add some work notes. The field becomes mandatory when:

  • the Assigned user changes the state to Completed, Canceled, or Closed.

  • other user with the ITSM_agent role changes the State value.

  • Related Records tab – Use this tab to create relationships between problems and other types of tasks. See Create Records Related to Problems to learn more.

  • Closure Information tab – This tab appears and becomes mandatory when the problem state is Completed or Closed. See Process Problems to learn more.

The External Specification and Internal Specification related lists contain Knowledge Base articles with the same Service as in the problem, for quick access to the necessary instructions. See the Knowledge Management article to learn more about the service specifications.

Access to the form fields​

The read or update access to certain fields of a record can vary depending on the current user's roles.

  • The users with the ITSM_agent or problem_manager roles, other than the creator of the problem or the assigned user, can:
    • View the record.
    • Submit Work notes in all states of the problem other than Closed.
    • Edit the State, Assignment group, and Assigned user field values in all states of the problem. The Work notes field becomes mandatory in this case.
    • Edit the Followers list field value.
  • The caller can:
    • View the record, except for the Work notes field.