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Role required: problem_manager. |
A problem can be created in two ways:
- from an incident
- from scratch
Create a problem from an
Incidentincident
To create a problem from an incident, follow Follow the steps below:
- Navigate to Incidents → All Incidents.
- Open the incident that you want to create a problem from.
- In the hamburger menu
, click Create ProblemOpen the Incident form, then enter the hamburger menu and select the Create Problem option. - Fill in the form and click the .
- Click Save or Save and Exit button. to apply the changes.
For the description of fields that appear on the General tab, see the table later in the article. On the Related Records tab, the Related Incidents field for the new problem automatically obtains the number of the related Fields like Related Incidents and Related Inquiry automatically get values with relevant object numbers when the user creates a problem from an incident.
Create a problem from
the Problem catalogscratch
To create a problem from scratch, follow Follow the steps below:
- Navigate to Problems → Create New.
- Fill in the form and click .
- Click the Save or Save and Exit button to apply the changes.
New problem form description
The Number field populated automatically and has the PRBXXXXXXX format.
| Field | Mandatory | Description | ||||||||||||||||||||
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| NumberState | Y | Problem number. The field is filled automatically with the unique identifier having the PRBXXXXXXX format. | ||||||||||||||||||||
| Caller | Y | Reference to the agent who initiated problem creation. | ||||||||||||||||||||
| Company | N | Define a company to which the problem is related. | ||||||||||||||||||||
| Service | Y | Select a service affected by the problem. | ||||||||||||||||||||
| Related CIs | N | Specify related configuration items affected by the problem. | ||||||||||||||||||||
Specify the problem state and progress. See Process Problems to learn more. | ||||||||||||||||||||||
Postponement Cause | Y | This field appears if the State is set to Pending. Specify the reason of postponing work on the problem. Available options:
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| Resumption of work | Y | This field appears if the State is Pending and Postponement Cause is set to External processing or Implementation postponed. Indicate the date and time when the work on the incident must be resumed. | ||||||||||||||||||||
| 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 request. Typically, it is evaluated based on the time remaining until the incident impacts the business. See the Priority Management article to learn more. | ||||||||||||||||||||
| Priority | Y | Identifies the importance of the incident. This field is populated automatically based on the value of the Impact and Urgency fields. See the Priority Management article to learn more | Copy CIs to Originators | N | Select this checkbox to relate configuration items from the problem to entities that are problem originators . | |||||||||||||||||
| Assignment Group | Y | Specify a user group responsible for resolving the problem. It is automatically filled with the assigned user's group.
There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to Restrictions for assignment. | ||||||||||||||||||||
| Assigned User | Y | Specify a user responsible for the problem resolving .Click the Assign to me button to assign a problem to yourself. After that, your profile will be referenced in the Assigned User field.
| State | Y | ||||||||||||||||||
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The Closed state value is only available in Problems with the Completed state. |
Specify the reason of postponing work on the problem. Available options:
- External processing
- Implementation postponed
- Solved by change
Depending on the selected choice option, the following mandatory fields appear on the form:
| Choice option | Field | Description |
|---|---|---|
External processing or Implementation postponed | Resubmission | Specify the date when the work on the problem should resume. |
| Additional Comments | Leave a comment on the reason why the work was postponed or given to external processing. | |
| Solved by change | Related Change | Define a record from the Change Request (itsm_change_request) table which solves the current problem. |
Determines the measure of the effect that a problem causes on the business processes with one of the available options:
- Low
- Medium
- High
- Very High
Specifies the measure of time until a problem has an impact on the business processes with one of the available values:
- Low
- Medium
- High
- Very High
There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to Restrictions for assignment.
Select this checkbox to relate configuration items from the problem to entities that are problem originators.
Identifies the importance of a problem according to the Priority Matrix based on the Urgency and Impact values. The possible values are:
- Low
- Moderate
- High
- Critical
Activity Feed (appears after the problem is saved)
Write a comment with the additional information to a about the problem. Additional comments have the purple marking.
Write notes with the information about working on the problem. Work notes have the black marking.
Add any work notes that may be useful.
Related Problems
Known Error
Closure Information section
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This section appears when the State value is Completed. |
Closure Information tab
Specify a on what level the problem was closed or the reason it got the Completed state. Available options:
- Solved 1st Level
- Solved 2nd Level
- Not Solved (Refused)
- Not Solved (Dropped)
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