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

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.
  2. Complete the form, as appropriate.
    For a description of the field values, see Legacy Problem form.
  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. The Problem Management Best Practice – Jakarta plugin (com.snc.best_practice.problem.jakarta) plugin must be activate.
  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.