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:
- Open the Incident form and, from the hamburger menu, select the Create Problem option.
- Fill in the form and click Save or Save and Exit.
When the user creates a problem from an incident, the values of such fields as Related Incidents and Related User Query are automatically updated with relevant object number.
Create a problem from the Problems catalog
Follow the steps below:
- Navigate to Problems → Create New.
- Fill in the form and click Save or Save and Exit.
You can copy the record number, title and link via the hamburger menu. To do so, click Generate link.
Problem form fields
| Field | Mandatory | Description | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Number | Y | Problem number. The field is populated automatically with the unique identifier in the PRBXXXXXXX format. | |||||||||||
| Caller | Y | Specify the originator of the problem. | |||||||||||
| Company | N | Specify the company to which the problem is related. | |||||||||||
| Service | Y | Select the service affected by 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. | |||||||||||
| Assignment Group | Y | 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. There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to the Restrictions for assignment article. | |||||||||||
| Assigned User | Y | Specify a user responsible for resolving the problem. 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. There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to the Restrictions for assignment article. | |||||||||||
| State | Y | Problem state with one of the following options:
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| Postponement Cause | Specify the reason for postponing work on the problem. Available options:
Depending on the selected choice option, the following mandatory fields appear on the form:
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| Impact | Y | Measure the impact caused by the problem on the business processes. Available options:
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| Urgency | Y | Specify the urgency of the problem. Typically, it is evaluated based on the time remaining until the problem impacts the business. Available options:
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| Priority | Y | Identifies the importance of the problem according to the Priority Matrix. This field is populated automatically based on the values specified in the Impact and Urgency fields. Possible options:
See the Priority Management article to learn more. | |||||||||||
| Attention Required | N | Select the checkbox to allow the line manager of the assigned group/assigned user to receive notifications. | |||||||||||
| Subject | Y | Add a short description of the problem. After saving, the field is hidden on the form. | |||||||||||
| Description | N | Add a detailed description of the problem. | |||||||||||
| Followers List | N | Displays a list of users who follow the problem for tracking the updates. This read-only field appears if at least one user followed the problem. | |||||||||||
| Notes section | |||||||||||||
| Additional Comments | N | Add a comment with any additional information about the problem. Additional comments are marked in purple.
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| Work Notes | N | Add work notes with information about the problem. Work notes are marked in black.
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| Related Records section | |||||||||||||
| Solved by Changes | N | Specify change requests that helped resolve the problem. | |||||||||||
| Caused by Changes | N | Specify change requests that caused the problem. | |||||||||||
Related Problems | N | Specify problems related to this particular problem. | |||||||||||
Known Error | N | Assign a known error record from the Known Errors database. | |||||||||||
| Related Articles | N | Specify articles from the Knowledge Base related to this particular problem. | |||||||||||
| Related Incidents | N | Specify incidents related to this particular problem. | |||||||||||
| Related User Query | N | User query that is automatically populated from the related incidents. | |||||||||||
Closure Information section This section appears when the State value is Completed. | |||||||||||||
| Complete Originators | N | Select the checkbox to add the originators related to this request. | |||||||||||
| Closure Code | Y | Specify on what level the problem was closed or the reason it got the Completed state. Available options:
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| Closure Notes | Y | Leave notes regarding the problem closure. | |||||||||||
