ITSM Agent Workspace - Problem

The Problem workspace form is similar to the default platform Problem form.

All fields that are available on the Problem form are available on the problem workspace form. However, on the problem workspace form, the State field is read-only.

Note:

Currently, Agent Workspace supports only the creation and minor update of a Problem record such as updating the short description, description, and work notes.

Figure 1. ITSM Agent Workspace — Problem

• Create and track a problem in workspace
  When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again.
• Create a problem from an interaction
  You can create a problem record directly from an Interaction when the customer contacts regarding an issue and you need to investigate the cause of the issue.
• Create a problem task in a workspace
  If you need to engage another team or agent for help, create a problem task and assign it to them.
• Attach a knowledge article to a problem or problem task from Agent assist
  You can attach a knowledge article, for example a Known Error article, to a problem or problem task that provides information to solve the issue quickly.
• Create a change request from a problem
  If the cause of a problem requires a change to your infrastructure or a business service, you can create a change request from the problem as part of fixing the problem.
• Create an improvement initiative from a problem
  Create an improvement initiative from a problem to track and manage tasks for improving a service or process, or tasks related to the problem.
• Delete a problem
  If you no longer need problem information, you can delete the problem. This action deletes the problem both from the ServiceNow database and from the Problem table.