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  • London
  • Kingston
  • Jakarta
  • Istanbul
  • Helsinki
  • Geneva
  • Store

Categorize a problem as a major problem

Categorize a problem as a major problem

You can prioritize a problem and highlight that it needs a review.

Before you begin

Role required: itil or admin

About this task

Note: This feature is available only for new instances, starting with the Jakarta release.


  1. Open a Problem record to categorize it as a major problem.
  2. Select the Major problem check box.
    The Work notes field is mandatory. The Review outcome field is displayed in the Closure Information section.
  3. Fill out the Review outcome field to document review results and lessons learned.
    This field becomes mandatory when the problem state changes to Closed/Resolved.
  4. Click Update.

Changes to site functionality will be made starting around 6am on January 21st (Pacific Time) and lasting approximately 6 hours.  The site may be intermittently unavailable.