Role required: problem_manager.

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

Create a problem from an Incident

Follow the steps below:

  1. Open the Incident form, then enter the hamburger menu and select the Create Problem option.
  2. Fill in the form and click the Save or Save and Exit button.

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

Follow the steps below:

  1. Navigate to Problems → Create New.
  2. Fill in the form and click the Save or Save and Exit button.

The form description

FieldMandatoryDescription
NumberYProblem 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.

Assignment GroupY

Specify a user group responsible for resolving the problem. It is automatically filled with the assigned user's group.

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


Assigned UserY

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.

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


StateY

Specifies the problem state with one of the following values:

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


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 the line manager of the assigned group/assigned user to receive notifications.
SubjectYWrite 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 section
Additional CommentsN

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

Work NotesN

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

Related Records section
Solved 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

This section appears when the State value is Completed.

Complete 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.