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:
- Navigate to Incidents → All Incidents.
- Open the incident that you need to create a problem from.
- In the hamburger menu
, click Create Problem. - Fill in the form.
- 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:
- Navigate to Problem Management → New.
- Fill in the form.
- Click the Save or Save and exit to apply the changes.
Problem form fieldsThe Number field is populated automatically and has the PRBXXXXXXX format.
| Field | Mandatory | Description |
|---|---|---|
| State | Y | Specify the problem state and progress. See Process Problems to learn more. |
Postponement cause | Y | Specify the reason for postponing work on the problem. Available options:
This field appears if the State is set to Postponed. |
| Resumption of work | Y | Indicate the date and time when the work on the problem must be resumed. This field appears if the State is Postponed and Postponement cause is set to External processing or Implementation postponed. |
| Impact | Y | Measure the impact caused by the problem on the business processes. See the Priority Management article to learn more. |
| Urgency | Y | 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. |
| Priority | Y | 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 group | Y | Specify a user group responsible for resolving the problem. When the Assignment group field 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 user | Y | Specify a user responsible for resolving the problem. When the Assigned user field is specified, the Assigned group field becomes non-mandatory. There is a dependency between the Assigned user and Assignment group fields. To learn more, refer to Auto Assignment. |
| Subject | Y | Add a short description of the problem. |
| Description | N | Add a detailed description of the problem. |
| Related CIs | N | Specify related configuration items affected by the problem. |
| Copy CIs to Originators | N | Select this checkbox to relate configuration items from the problem to entities that are problem originators. |
| Caller | Y | Specify the originator of the problem record. |
| Company | N | Specify a company to which the problem is related. |
| Service | Y | Specify a service affected by the problem. |
| Attention Required | N | Select this checkbox to notify the line manager of the assigned group/assigned user. |
| Followers list | N | Contains the list of users who follow the problem for tracking the updates. This field is read-only for any users without the ITSM_agent, problem_manager, or admin roles. |
Activity Feed | ||
| This section appears after the problem is saved. | ||
| Work Notes | N | Add work notes. The field becomes mandatory when:
|
| Related Records tab | ||
| Use this tab to create relationships between problems and other types of tasks. See the Process Problems article to learn more. | ||
Closure Information tab | ||
| This tab appears and becomes mandatory when the problem state is Completed or Closed. See the Process Problems article 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.
