When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again.

1. Navigate to Workspace Experience > Workspaces > Agent Workspace Home.
2. From the Lists menu, select Problems > Open.
3. Click New.
4. On the form, fill in the fields.

   Table 1. Create New Problem form

   Field	Description
   Number	[Auto-generated]. Unique number that identifies the problem record.
   First reported by	Task that first identified this problem. Note: Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
   Category and Subcategory	Group to which the problem belongs, such as software or hardware. After selecting the category, select the subcategory, if applicable.
   Service	Business service, such as email or IT Services, that the problem applies to.
   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 customers prior to the Madrid release, the available states are: Open, Pending Change, Known Error, and Closed or Resolved. For customers starting with the Madrid release, the new state model is applied and the State field is read only. 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. Note: To access the new state management process, activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
   Impact	Effect that the problem has on business operations.
   Urgency	Extent to which the problem resolution can bear delay.
   Priority	How quickly the service desk should address the problem. The Priority field is automatically set to the Impact and Urgency values.
   Assignment group	Group to which the problem is assigned.
   Assigned to	Problem coordinator to whom the problem is assigned. If an assignment rule applies, the problem is automatically assigned to the appropriate user or group.
   Problem statement	Brief description of the problem. Note: Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
   Description	Detailed description of the problem.
   Notes
   Work notes list	Users who receive notification when work notes are added to the problem.
   Work notes	Informative notes about the work performed on the problem.
   Analysis Information
   Workaround	Method used to overcome the issue if no resolution is available yet.
   Cause notes	The cause of the problem.
   Auto-generated information
   Resolved	[Auto-generated]. Date and time when the user resolved the problem.
   Resolved by	[Auto-generated]. Name of the user who resolved the problem.
   Fix notes	Information on how the problem was fixed.
   Auto-generated information
   Opened	[Auto-generated]. Date and time when the user opened the problem.
   Opened by	[Auto-generated]. User who opened the problem.
   Confirmed	[Auto-generated]. Date and time when the user confirmed that the issue was indeed a problem.
   Confirmed by	[Auto-generated]. User who accessed the issue and confirmed that it was a problem.

5. Click Save.