Create a problem task

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.

Before you begin

Role required: itil, sn_problem_write, admin, problem_admin, problem_coordinator, problem_manager, or problem_task_analyst

Procedure

1. Navigate to All > Problem > Open.
2. Open the problem record for which you want to create a problem task.
3. In the related list of the problem record, click Problem Tasks and click New.
4. Select any one of the following problem tasks.

   Option	Description
   Root Cause Analysis	Tasks where the problem coordinator requires help from subject matter experts to investigate the root cause of a problem and find a proposed fix for the problem
   General	All other tasks

5. On the form, fill in the fields.
   For a description of the field values, see Problem Task form.
6. Click Submit.
   The problem task enters the New state. If you have filled the mandatory fields that are necessary to move a problem task record to the Assess state, the problem task record directly moves to the Assess state. If you want to add any additional field for the assess state, you must add the field at System UI > Form Sections. For more information, refer Add a field in the assess mandatory field dialog.

What to do next

Assess the problem task.