You create a Problem record to capture an unknown, underlying cause of one or more incidents. You resolve a Problem when you identify its root cause so that similar incidents in the future are prevented or have a lesser business impact.

About this task

A Problem record is a type of ticket. Other ticket types are Service Requests and Incidents. The Problems, Incidents, and Service Requests applications are closely related and share many features. You can define relationships between tickets, link them for information purposes, and view details for them in the appropriate applications.

You use the Problems application to create and modify problem records.