---
sourceDocument: Xanadu IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/it-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Managing Problems

# Managing Problems {#ariaid-title1}

Understand how Problem and Problem task is created, assessed, investigated, and fixed in
a Problem or Problem task states.
* **[Create a problem](https://www.servicenow.com/docs/gl0LBog0Bzcx67YosT17Zg)**   
  A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.
* **[Assess a problem](https://www.servicenow.com/docs/qO8dJLFs37CBOBxl4eAFkQ)**   
  Assess a problem to determine whether the problem requires a thorough investigation.
* **[Add multiple incidents to a problem](https://www.servicenow.com/docs/~t~Wd_R~aSFl0BFR3KwDQw)**   
  Add multiple incidents to a problem to avoid creating multiple problems for incidents that have the same issue.
* **[Associate CIs with Problem](https://www.servicenow.com/docs/oOC91MYpsHz5atp0BKI1GQ)**   
  Associate multiple affected or impacted configuration items (CIs) to a problem to find out all the CIs that are affected by the same problem.
* **[Investigate root cause of a problem](https://www.servicenow.com/docs/yH~z1OJrFPBP1humQRx_ug)**   
  Identify the root cause of the problem to analyze, track, and resolve recurring incidents permanently.
* **[Resolve and complete a problem](https://www.servicenow.com/docs/tql2gZ0mKUQz0BmtlbxdoA)**   
  Resolve the issue and add detailed note of the resolution for future reference.
* **[Create change request from a problem](https://www.servicenow.com/docs/vFHTyVCkJv5oSRRtdJ2gJQ)**   
  After you investigate and perform a root cause analysis of the Problem, you can understand whether the Problem can be resolved or you should find a temporary workaround for the Problem. If the Problem can be resolved, implement the fix, or the resolution for the Problem.
* **[Add multiple change requests to a problem](https://www.servicenow.com/docs/NlW3n6Fp_ux8J9VkxifohQ)**   
  Add multiple change requests to a problem to capture all the requests that you need to implement to fix the problem.
* **[Create a problem task](https://www.servicenow.com/docs/Cn3CVnf7riy_TbIFoh6GAg)**   
  Problem tasks are how the problem coordinator asks subject matter experts for help with identifying the root cause and proposed fix for a problem. Divide the problem into multiple problem tasks to help with the investigation. You can assign the problem tasks to different assignment groups or users.
* **[Assess a problem task](https://www.servicenow.com/docs/meGyYeThQbNqZ8KpdufXpA)**   
  Assess a problem task to determine the feasibility of working on the task.
* **[Complete a problem task](https://www.servicenow.com/docs/ODPIG01imx6HVq4VdEBLuQ)**   
  Resolve and complete the problem task.
* **[Resolve related incidents from a problem](https://www.servicenow.com/docs/GJQgRWYBw4yAz_2ZFIKYrQ)**   
  After you consider a problem to be resolved, the incidents related to the problem with the state On Hold may be resolved using a UI action from the Problem form.