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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Incident and problem workflow

# Incident and problem workflow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Incident and problem workflow enables you create a problem from an incident, attach Known Error (KE) articles, and communicate problem workarounds and fixes.

The incident and problem workflow supports the following activities:

Create a problem
:   When you create a problem from an existing incident, the incident
    State is set to On Hold and the
    Reason is set to Awaiting Problem until the
    linked problem is resolved.

Attach a Known Error (KE) article
:
    * When you associate a Known Error (KE) article with the incident and the KE article has a problem associated with it, the problem gets associated with the incident.
    * When you select Known error as Resolution code to resolve an incident but the incident contains no associated KE articles, then the system prompts you to select a KE article.
    {#using-the-plugin__ul_int_5bs_msb}

Communicate Workaround

:   If a workaround is added to the problem, and if you select the Communicate Workaround related link, then the following occurs:

    * The workaround is copied to the Work notes field. A notification is sent to the users listed in the Assigned to and Work notes list fields. The notification is sent only when the incident state is New, On Hold, or In Progress.
    * The workaround is copied to the Additional Comments field. If Known error is selected from the Resolution code field of the incident, then a notification is sent to the caller and to the users listed in the Assigned to and Watch list fields.
    {#using-the-plugin__ul_uyn_wbs_msb}

Communicate Fix
:   If a fix is added to a problem and if you select the Communicate Fix related link, then the following occurs:

    * The fix is copied to the Work notes field.
    * A notification is sent to the users listed in the Assigned to and Work notes list fields of the problem record. The notification is sent only when the incident state is New, On Hold, or In Progress.
    {#using-the-plugin__ul_t2r_ybs_msb}