--- 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 --- # Data for problem resolution # Data for problem resolution {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Data for problem resolution Effective problem resolution in ServiceNow requires gathering comprehensive information from the problem ticket and related data sources. This ensures quicker diagnosis and resolution by leveraging all relevant records and historical data associated with the problem. Show full answer Show less ## Key Features * **Pertinent Related Records:** Access directly related records such as change requests and incidents through related lists on the problem form. These related lists can be added by an administrator if not already visible, enabling a consolidated view of all associated records. * **Known Errors and Knowledge Articles:** Utilize the Known Errors module within Problem Management to identify problems with known causes but no fix. Additionally, knowledge articles may provide insights and workarounds derived from past incidents, aiding faster problem resolution. * **Dependency Views Map:** Visualize configuration items (CIs) and their relationships through the Dependency Views map. The map highlights associated problems, incidents, and tasks with intuitive icons, and allows users to quickly access detailed information about related issues. Understanding upstream and downstream CI relationships helps identify root causes linked to improper changes. * **CMDB Baseline History:** Track planned and unplanned changes to CIs by reviewing the CMDB baseline and scheduled changes. This history helps identify problems caused by improper or unexpected changes. Baseline differences and scheduled changes can be added to CI forms by administrators for easy access to change history, supporting thorough problem investigation. ## Key Outcomes By leveraging related records, known errors, knowledge base articles, dependency maps, and change history, ServiceNow customers can: * Gain a holistic view of the problem context. * Identify root causes more efficiently by correlating incidents, changes, and CI relationships. * Access relevant workarounds and known error information to reduce resolution time. * Validate if recent changes contributed to the problem through baseline comparisons. These capabilities enable faster and more accurate problem resolution, reducing downtime and improving IT service reliability. The quick resolution of problems requires gathering as much information as possible about the problem. In addition to the information within the problem ticket, useful information is often found in other tables. ## Pertinent related records {#c_GatherProblemData__section_p5f_pzl_pz} Common related records include changes (through the Change request related list) and incidents in the Incidents related list. All the directly related records are accessible through related lists. If the appropriate related list does not appear on the form, the administrator can configure the form to add it. ## Known errors and knowledge articles {#c_GatherProblemData__section_qyl_szl_pz} Information about already-known issues can be found in two places: the Known Errors module in the Problem Management application, or in the Knowledge application. The Known Errors module filters the problem table to present all the problems whose cause has been identified but cannot be fixed. The knowledge base can have information that was gathered from incidents, and may also have useful workarounds for problems. ## Dependency Views map {#c_GatherProblemData__section_msp_vzl_pz} The Dependency Views map provides a visual representation of the configuration items and their relationships and displays information about related issues. For example, the following image is a map for the CI nyc rac na200, which is a mass storage device. Figure 1. Map for nyc rac nas200 storage device The icons beside CIs indicate the following information. You can view information for the selected CI by clicking Details in the form header, or by pointing to the icon and viewing a pop-up box. * The cloud x icon indicates that the CI has an associated problem, which is listed in the Problem details pane. * The (!) icon indicates that there is a related incident. * The link icon indicates that there are associated tasks, which can be incidents, problems, or changes. If you select the CI, the Details pane displays the associated records. {#c_GatherProblemData__ul_vk3_hhr_pz} To open the incident or problem record, click the number in the Details pane. The map shows the upstream and downstream relationships of the CI. The storage device problem might be an improper change to one of the UNIX servers. ## CMDB baseline history {#c_GatherProblemData__section_xf4_53r_pz} If a baseline is [generated](https://www.servicenow.com/docs/access?context=c_BaselineCMDB&version=brazil&pubname=brazil-servicenow-platform&ft:locale=en-US), planned or unplanned changes are tracked within the system. A common cause of problems is improperly executed changes, and reviewing the history of changes to a CI helps track problems caused by improper changes. To check the CMDB Baseline, view the CI record and check Baseline Differences and Scheduled Changes. The administrator can use the form designer to add these formatters. Figure 2. Problem baseline In the example above, the change in RAM is associated with a change request. You can review the change and see what was planned and what was implemented. The removal of QuickTime software was recorded as an unplanned change.