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Create a problem (legacy)

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Create a problem (legacy)

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


  1. Create the problem with one of these options.
    From the Problem module Navigate to Problem > Create New.
    From an incident
    1. Open the incident.
    2. On the context menu, click Create Problem.
  2. Complete the form, as appropriate.
    Table 1. Problem form fields
    Name Definition
    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.
    Change request Change request associated with the problem.
    Major problem Check box to prioritize a problem and highlight that it needs a review.
    Knowledge Check box to automatically submit a knowledge article when a problem is closed.
    State State of the problem:
    • Open: Open and unassigned.
    • Pending Change: Waiting for the corresponding change request to be closed.
    • Known Error: This problem is not going to be fixed and there is a workaround. Users with the itil role have access to the Known Errors module.
    • Closed/Resolved: The problem is fixed and closed.
    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 user that the problem is assigned to. If an assignment rule applies, the problem is automatically assigned to the appropriate user or group.
    Parent The parent task for this problem.
    Short description Summary of the problem.
    Description Detailed description of the problem.
    Work notes list Users who receive notification when work notes are added to the problem. Click the Add me icon to add yourself to the work notes list for problems you are interested in monitoring.
  3. To enter work notes for the problem, click the Notes tab.
    When you initially create and save a problem, entering notes in the Work notes field is not mandatory. If you change the priority of the problem by selecting different Impact or Urgency values on an existing problem, the Work notes field becomes mandatory.
    Note: This feature is available only in new instances starting with Jakarta or a later release.
  4. To enter notes on why the problem is closed, click the Closure Information tab and enter the information.
    The date on which the problem was closed and the user who closed it populate automatically.
  5. Click Submit.

What to do next

Assess the problem.