Create Problem is missing from incident context menu

[Rishabh_N]

I have a brand-new PDI, and I am practicing problem management.

I am trying to create a problem from an incident, but i don't see the "Create Problem" option in the incidnet form context menu.

when i right click the incident form header, i see options 

such as:

Create Incident Task 

Create Outage 

Create Request

etc

but, Create Problem is missing .

[Dr Atul - LNG · Accepted solution]

Hi @Rishabh_N 

ServiceNow has changed the licensing model, and the New Change is part of the Advanced offering. This might be the reason it is not appearing OOTB in your PDI. ServiceNow’s current guidance shows that Change Management capabilities have different licensing entitlements, while PDIs do not necessarily provide access to every licensed feature. (ServiceNow)

Please follow these steps to check and enable the available Change Management functionality in your PDI.

Latest Recommendation

If the above troubleshooting steps do not resolve the issue, install the following application:

SOW ITSM Advanced Applications

This application includes:

Change Management

Problem Management

Major Incident Management (MIM)

On-Call Scheduling

Walk-up Experience

Application ID: sn_sow_itsm_adv_ct

Recommended version: 9.1.1 or lower

Installing this application may enable the required Change Management and Problem Management capabilities in the PDI.

[Dr Atul - LNG · Accepted solution]

Hi @Rishabh_N 

ServiceNow has changed the licensing model, and the New Change is part of the Advanced offering. This might be the reason it is not appearing OOTB in your PDI. ServiceNow’s current guidance shows that Change Management capabilities have different licensing entitlements, while PDIs do not necessarily provide access to every licensed feature. (ServiceNow)

Please follow these steps to check and enable the available Change Management functionality in your PDI.

Latest Recommendation

If the above troubleshooting steps do not resolve the issue, install the following application:

SOW ITSM Advanced Applications

This application includes:

Change Management

Problem Management

Major Incident Management (MIM)

On-Call Scheduling

Walk-up Experience

Application ID: sn_sow_itsm_adv_ct

Recommended version: 9.1.1 or lower

Installing this application may enable the required Change Management and Problem Management capabilities in the PDI.

[Rishabh_N]

I installed the plugin (version 9.1.1) and now i can see both Problem Management and Change Management in the Application Navigator and the Context Menu. Thanks for the suggestion.

[Tanushree Maiti · Accepted solution]

Hi @Rishabh_N 

From Australia, To get "Create Problem from Incident"- You need Plugin :sn_itsm_adv_cont to be installed.

Unfornately, You can not install this plugin in your PDI as it is having dependency with Other components.

Check the screen shot below:

Plugin Name: sn_itsm_adv_cont

Key features

• Capabilities for fulfillers to create a change request, propose a major incident, and create a problem record for an incident.
• Enhanced embedded Now Assist chat module card with contextual resolution actions: draft or attach a knowledge article, propose a Major Incident, create a Change or Problem, and send next steps to the requester.
• AI-assisted incident triage, resolution guidance, and summaries surfaced natively on the record.

Installation Blocker Reason in PDI :

Dependency on AI Admin Hub and ServiceNow Otto, both of which require separate licenses to get installed and can not be installed in PDI 

[Deėpak Sharma]

hi @Rishabh_N 
I can see the button in my PDI, Please make sure your incident is saved , The out-of-the-box (OOTB) UI Action condition specifically includes !current.isNewRecord(). Save the incident first, then right-click the header again also the OOTB condition also includes current.problem_id.nil(). If the 'Problem' field on the incident form already has a record linked to it, the UI action hides itself to prevent duplicates.

Also please verify the visibility conditions in UI action Table for the Button.

Happy to help! If this resolved your issue, kindly mark it as the correct answer ✅ and Helpful and close the thread 🔒 so others can benefit too.

Warm Regards,

Deepak Sharma

Community Rising Star 2025