Create a problem record from an incident

When the cause of an incident is an error or widespread issue, you can create a problem record to track the root cause of the issue.

Before you begin

Role required: agent_workspace_user or admin

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
2. From the list, click Incidents > Open.
3. Open the incident record from which you want to create a problem record.
4. Click the more actions icon () and then click Create Problem.
5. On the form, fill in the fields.

   Field	Description
   Number	[Auto-generated] Unique number to identify the problem record.
   First reported by	Task that first identified the problem. In this case, it is the incident number from which it is being created.
   Category	Group to which the problem belongs, such as software or hardware. After selecting the category, select the subcategory, if applicable.
   Service	Business service that is affected.
   Service Offerings	Consists of one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and packaging options. You can choose to receive different levels of performance and features for a given service through service offerings.
   Configuration item	Configuration item that is affected. The CI class of the selected configuration item identifies the type of problem, for example, hardware, network, or database.
   State	For customers prior to the Madrid release, the available states are: Open, Pending Change, Known Error, and Closed or Resolved. For customers starting with the Madrid release, the new state model is applied and the State field is read only. The field value changes as the problem proceeds from one state to another state. The states available are: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, and Closed. Note: To access the new state management process, activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
   Impact	Effect that the problem has on business.
   Urgency	Extent to which the problem resolution can bear delay.
   Priority	How quickly the service desk should address the problem. Note: The Priority field is read-only and is set according to the Impact and Urgency values.
   Assignment group	Group to which the problem is assigned. If you don't supply a value, the problem is automatically assigned.
   Assigned to	Problem coordinator that the problem is assigned to. If an assignment rule applies, the problem is automatically assigned to the appropriate user or group.
   Problem statement	Brief description of the problem.
   Description	Detailed description of the problem.
   Notes section
   Work notes list	Users who receive notifications about the problem when work notes are added. Note: The administrator must create an email notification for the work notes list. For more information, see Create an email notification.
   Work notes	Information about the work that you perform on the problem.
   Analysis Information section
   Workaround	Method used to temporarily solve the problem until it is resolved. If a workaround is available, the problem coordinator can click the Communicate Workaround action to notify the related incidents. For more information, see Synchronization between incident and problem records.
   Cause notes	Description of what caused the problem.
   Resolution Information section
   Resolved	Date and time when the incident was resolved.
   Resolved by	User who resolved the issue.
   Fix notes	Information on how fixed the problem was fixed.
   Other Information section
   Opened	[Auto-generated] The user who opened the problem.
   Opened by	[Auto-generated] Date and time when the user opened the problem.
   Confirmed	[Auto-generated] User who confirmed the problem.
   Confirmed by	[Auto-generated] Date and time the user confirmed the problem.

6. Optional: If you want to attach a supporting document, click the attachment icon () and select the file.
7. Click Save.