When you need to engage another team or agent for help, create and assign a problem task.

Before you begin

Role required: itil or problem_coordinator

Procedure

  1. Open a problem.
  2. From the problem record page, create a problem task in the one of the following ways.
    • Select Create problem task.
    • From the Problem Tasks tab, select New.
  3. In the Create problem task dialog box, select the problem task type.
    • Root cause analysis: Tasks to investigate the root cause of a problem and to find a resolution for the problem.
    • General: Tasks other than root cause analysis tasks.

    For information about creating additional task types, see Create a task type for problem or change in Service Operations Workspace.

  4. Select Create.
  5. On the problem task form, fill in the fields.
    For a description of the field values, see Problem task form.
  6. Select Save.