Create a problem ticket from change ticket

[Viknesh Pannirs]

Hello All,

We have a requirement to have the option of creating a problem ticket from a change ticket.

First, I don't see this option available in ServiceNow so I understand we need to build a solution to achieve this requirement. Is this understanding right?

Second, I see this requirement as not a best practice and should not build as problem tickets should arise from incidents. But, I'd like to understand from ITIL perspective if this is a good practice and if not, what are the reasons?

[AnubhavRitolia]

Hi @Viknesh Pannirs 

Yes, you are right. Creating Problem from Change Request won't make sense.

Purpose of Problem and Change Request is different.

Problem is created when multiple similar Incident is happening on the existing functionality which is already in PROD. It can be fixed using some small changes like Properties changes, XML movement, etc. It may also require some changes through Update set and in that case we can raise Change Request through Problem.

Change Request is created when you want to move some changes to PROD like some enhancements through Stories, new Features, functionality changes, etc. which are captured in Update Sets generally.

So create a Problem from Change Request won't make sense and Change Request is created through Problem OOTB.