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Create a problem

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Create a problem

A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.

Before you begin

Role required: itil, admin, problem_admin, problem_manager, or problem_coordinator

If you do not have Problem Management Best Practice — Madrid plugin (com.snc.best_practice.problem.madrid) activated, see Create a problem (legacy).

About this task

  • You can generate a problem record manually by navigating to Problem > Create New or by clicking New from the problem record list.
  • You can generate a problem from an incident.
  • You can create a record producer to log problems from the service catalog.
  • You can also generate a problem from an email when an appropriate inbound email action is configured.

Procedure

  1. Create the problem with one of these options.
    OptionDescription
    From the Problem module Navigate to Problem > Create New.
    From an incident
    1. Open the incident.
    2. On the context menu, click Create Problem.
    Note: Use the property List of attributes (comma-separated) that will be copied from the incident to create a new problem (com.snc.problem.create_from_incident.attributes) to specify fields on the Incident form. The values of these fields are copied to the respective fields on the Problem form.
  2. On the Problem form, fill in the fields.
    Table 1. Problem form fields
    Name Definition
    Number Read-only field. Unique number to identify the problem.
    First reported by Task that first identified this Problem.
    Category Group to which the problem belongs to such as software, hardware. After selecting the category, select the subcategory, if applicable.
    Business service Business service that the problem applies to.

    If you select a business service as the configuration item and that business service is also listed as the configuration item in any other active task, the active tasks icon (other active tasks) appears. Click the icon to view the list of all the other active tasks that are affecting the business service.

    You can view the BSM map (dependency view) of the selected business service by clicking the dependency icon dependency map icon.

    Configuration item Configuration item (CI) that the problem applies to. The CI class of the selected configuration item identifies the type of problem, for example, hardware, network, or database.
    State

    For existing customers, the available states are: Open, Pending Change, Known Error, and Closed or Resolved.

    For new customers from Madrid, the state management process is applied. This state field is a read-only field. The field value changes as the problem proceeds from one state to another state. The states available are: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, and Closed.

    Resolution code
    Indicates whether the problem is resolved, a fix is applied, a duplicate is available, or the problem coordinator accepts the risk.
    Note: This field appears only for new customers from Madrid or a later release as it is part of the state management process.
    Duplicate of When Resolution code is Duplicate, the Duplicate of field is the reference to the Problem from which the current Problem is duplicated.
    Impact Effect that the problem has on business. Select the appropriate impact level (High, Medium, or Low).
    Urgency Extent to which the problem resolution can bear delay. Select the appropriate urgency level (High, Medium, or Low).
    Priority How quickly the service desk should address the problem (Critical, High, Moderate, Low, or Planning). The Priority field is read-only and is set according to the Impact and Urgency values entered.
    Assignment group Group that the problem is assigned to.
    Assigned to Specific problem coordinator that the problem is assigned to. If an assignment rule applies, the problem is automatically assigned to the appropriate user or group.
    Problem Statement Description of the problem that the problem-solving team addressing. When you update the problem statement and move to another field, the Related Search field displays knowledge articles. If you configure the problem properties, then the Related Search field displays other related information related to the problem statement.
    Description Detailed description of the problem.
    Related Search Result of a search.
    Note: If you want to search and link a known error article or knowledge article to the Problem, click Attach.
    Notes
    Work notes list Users who receive notification when work notes are added to the problem.
    Work notes Inscription about the work that you perform on the Problem.
    Analysis Information
    Workaround

    Method that you have used to overcome the Problem. Providing a workaround if useful for fast Incident resolution. It can be a way of dealing with a problem or making something work despite the problem not being resolved.

    If a workaround is available, the problem coordinator can click the Communicate Workaround action to notify the related Incidents.
    Cause notes Inscription on what had caused the problem.
    Resolution Information
    Resolved by
    Read-only field. Name of the user who resolved the issue.
    Note: This field appears only for new customers from Madrid or a later release as it is part of the state management process.
    Resolved Read-only field. The date and time when the Problem is resolved.
    Note: This field appears only for new customers from Madrid or a later release as it is part of the state management process.
    Fix notes

    Inscription on how you have fixed the problem. If a fix is available, the problem coordinator can click the Communicate Fix action to notify the related Incidents.

    Other Information
    Opened by Read-only field. Name of the user who opened the problem.
    Opened Read-only field. The date and time when the user opened the Problem.
    Confirmed by Read-only field. Name of the user who confirms that the problem is valid and needs a resolution.
    Note: This field appears only for new customers from Madrid or a later release as it is part of the state management process.
    Confirmed Read-only field. The date and time when the user confirms that the Problem is valid and needs a resolution.
    Note: This field appears only for new customers from Madrid or a later release as it is part of the state management process.
  3. Click Submit.
    The problem enters the New state.

What to do next

Assess the problem.
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