Creating a problem

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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 Service Request, which creates a relationship between the two records. This relationship is for information purposes only; there is no inheritance of status or other type of linkage.

  1. In the Service Requests application, display the record for which you want to create a problem.

  2. Go to More Actions > Create > Create Problem. 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.