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Tip

Role required: problem_manager.

You can create a problem either from a particular registered incident or directly from the Problems Catalog.

A problem can be created in two ways:

  • from an incident
  • from scratch

Create a problem from an

Incident

incident

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

  1. Navigate to Incidents → All Incidents.
  2. Open the Incident form, then incident that you need to create a problem from.
  3. In enter the hamburger menu and select the  Image Added, click Create Problem option.
  4. Fill in the form and click the .
  5. Click Save or Save and Exit button.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 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 catalog

scratch

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

  1. Navigate to Problems Problem Management → Create New.
  2. Fill in the form and click .
  3. Click the Save or Save and Exit buttonexit to apply the changes.
The form description

Problem form fieldsThe Number field is populated automatically and has the PRBXXXXXXX format.

FieldMandatoryDescription
Number
StateY
Problem number. The field is filled automatically with the unique identifier having the PRBXXXXXXX format.CallerYReference to the agent who initiated problem creation.CompanyNDefine a company to which the problem is related.ServiceYSelect a service affected by the problem.Related CIsNSpecify related configuration items affected by the problem.Copy CIs to OriginatorsN

Select this checkbox to relate configuration items from the problem to entities that are problem originators.

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:

  • External processing
  • Implementation postponed
  • Solved by change

This field appears if the State is set to Postponed. 

Resumption of workY

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.

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 group
Assignment Group
Y

Specify a user group responsible for resolving the problem.

It is automatically filled with the assigned user's group.

 

Note
When the Assignment
Group
group field is specified, the Assigned
User field
user field becomes non-mandatory.
The same goes for other task objects, like change requests, or service requests.
 

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

Assigned user
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.

Note
When the Assigned
User
user field is specified, the Assigned
Group field
group field becomes non-mandatory.
The same goes for other task objects, like change requests, or service requests.
 

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.
DescriptionNAdd a detailed description of the problem.
Related CIsNSpecify related configuration items affected by the problem.
Copy CIs to OriginatorsN

Select 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
StateY

Specifies the problem state with one of the following values:

  • Registered
  • Assigned
  • In Progress
  • Pending
  • Known Error
  • Completed
  • Closed
Info
  • When the Pending state is selected, the Postponements Cause field is displayed.
  • When the Completed state is selected, the Closure Information section appears.
Info

The Closed state value is only available in Problems with the Completed state.

Postponement Cause

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 optionFieldDescription

External processing or

Implementation postponed

ResubmissionSpecify the date when the work on the problem should resume.
Additional CommentsLeave a comment on the reason why the work was postponed or given to external processing.
Solved by changeRelated ChangeDefine a record from the Change Request (itsm_change_request) table which solves the current problem.
ImpactY

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
UrgencyY

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
PriorityY

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
This field is populated automatically basing on values of the Impact and Urgency fields. See the Priority Management article to learn more
.
Attention RequiredNSelect this checkbox to
make
notify the line manager of the assigned group/assigned user
to receive notifications
.
Subject
Followers list
YWrite a concise description of the problem.DescriptionNDescribe the problem in details.Followers ListNIn here, users list who follow the task for tracking updates is displayed.Notes sectionAdditional CommentsN

Write a comment with the additional information to a problem. Additional comments have the purple marking.

Image Removed

Work NotesN

Write notes with the information about working on the problem. Work notes have the black marking.

Image Removed

Related Records sectionSolved by ChangesNSpecify change requests that helped to resolve the problem.Caused by ChangesNSpecify change requests that caused the problem.

Related Problems

NSpecify problems related to the particular problem.

Known Error

NAssign a known error record from the Known Errors database.Related ArticlesNSpecify articles from the Knowledge Base related to the particular problem.Related IncidentsNSpecify incidents that have a relation to a particular problem.Related InquiryNAn inquiry automatically specified from the related incidents.

Closure Information section

Info

This section appears when the State value is Completed.

Anchorclosure informationclosure informationComplete OriginatorsNSelect this checkbox to make the originators related to this request be completed along with it.Closure CodeY

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)
Closure NotesYLeave notes regarding the problem closure
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 NotesN

Add 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 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.

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