Create a Problem to record it according to the detection circumstances:
- Directly from the incident form as its cause
- From other sources manually.
To identify a problem, specify affected Services, CIs, and other related information with the appropriate fields on the problem form.
Copy CIs to Originators
This option allows users to automatically relate configuration items from the problem to entities that are problem originators.
To use the option, enter the problem form and turn the checkbox Copy CIs to Originators active.
Categorize a Problem
According to the best ITIL practices, it is crucial to categorize a problem defining its priority and specifying the related information. Use the Problem form to create or update the problem and to establish relationships with related records.
A priority identifies the importance of a problem. It depends on the Impact and Urgency values and according to the priority matrix.
The priority matrix| Impact / Urgency | Low | Medium | High | Very High |
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| Low | Low | Low | Moderate | High |
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| Medium | Low | Moderate | Moderate | High |
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| High | Moderate | Moderate | High | Critical |
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| Very High | High | High | Critical | Critical |
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