Is there a way to easily flag a Case or Incident as a Problem candidate?

[Frank Panzarino]

Is there a way to easily flag a Case or Incident as a Problem candidate? Possibly by using a checkbox within the Case or Incident to notify the Problem Management team of a potential candidate for a Problem Ticket?

[Sean Walters]

Hi Frank, 

I do not believe there is an OOTB field to indicate if an incident or case could be a problem candidate. 

As per the problem lifecycle you would directly create the problem record (in new state) and it would possibly be moved into an Assess stage in which if it is not a problem you would cancel the problem. 

Or the agent would find this is a duplicate problem and then cancel it as a duplicate. 

Please find below process flow

Hope that helps. 

Please mark my answer correct and helpful if this resolves your issue.

[Kaden26134]

Yes, It is possible and have a proper way of doing it. As the member has shared here. You could check it as we are also using this method for the solving the  cases at charge e bike battery forum and really it is very helpful for us to use the services of the servicenow. Really easy to do it.