Create a problem task in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • When you need to engage another team or agent for help, create and assign a problem task.

    Before you begin

    Role required: itil or problem_coordinator

    Procedure

    1. Open a problem.
    2. From the problem record page, create a problem task in the one of the following ways.
      • Select Create problem task.
      • From the Problem Tasks tab, select New.
    3. In the Create problem task dialog box, select the problem task type.
      • Root cause analysis: Tasks to investigate the root cause of a problem and to find a resolution for the problem.
      • General: Tasks other than root cause analysis tasks.

      For information about creating additional task types, see Create a task type for problem or change in Service Operations Workspace.

    4. Select Create.
    5. On the problem task form, fill in the fields.
      For a description of the field values, see Problem task form.
    6. Select Save.