Create a Problem

You create a Problem to record an unknown, underlying cause of one or more issues with service delivery or service support. Creating the Problem enables you to analyze the cause of the problem and prevent recurrences. For more information on Problems, see the Problems Help.

You can create a Problem from a Problem, Incident, Service request, or Work order. When you create a Problem record from another record, you create a relationship between the two records. Creating such a relationship is for information purposes only; there is no inheritance of status or other type of linkage.

To create a problem record:

  1. In the Incidents application, display the record for which you want to create a Problem.
  2. Select the Create > Problem action. The system creates a problem and informs you of its identifier. You can view information about the record on the Related Records tab. You can also view the record in its application.