Legacy Problem form

Release version: Washingtondc

Updated February 1, 2024

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Summary of Legacy Problem form

The Legacy Problem form in IT Service Management is used to document and manage problems affecting business services, configuration items (CIs), and associated change requests. It includes essential fields to classify and prioritize problems, facilitating effective resolution and communication within service teams.

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Key Features

Business Service: Identifies the business service related to the problem. Active tasks affecting the service can be viewed through the active tasks icon.
Configuration Item: Specifies the CI related to the problem, indicating the type of issue (e.g., hardware or network).
Change Request: Links to any associated change requests for the problem.
Major Problem: A checkbox to flag significant problems for review.
Knowledge: A checkbox to automatically submit a knowledge article upon problem closure.
State: Indicates the current status of the problem (e.g., Open, Known Error, Closed).
Impact: Selects the effect level (High, Medium, Low) the problem has on business operations.
Urgency: Determines how quickly the problem needs resolution (High, Medium, Low).
Priority: Read-only field set based on the Impact and Urgency levels, guiding service desk response time.
Assignment Group: Identifies the group responsible for resolving the problem, auto-populated based on CI or service offering.
Assigned to: Indicates the specific user assigned to the problem.
Parent: Links to the parent task for tracking related issues.
Short Description: Provides a summary of the problem.
Description: Offers a detailed explanation of the problem.
Work Notes List: Allows users to subscribe for notifications on updates to the problem.

Key Outcomes

By utilizing the Legacy Problem form, ServiceNow customers can effectively manage and prioritize problems, improve communication among teams, and ensure timely resolutions. The structured fields enable clear documentation and tracking of issues, supporting better service delivery and operational efficiency.

Description of the field values for the legacy problem form.

Table 1. Problem form fields
Name	Definition
Business service	Business service that the problem applies to. If you select a business service as the configuration item and that business service is also listed as the configuration item in any other active task, the active tasks icon () appears. Click the icon to view the list of all the other active tasks that are affecting the business service. You can view the BSM map (dependency view) of the selected business service by clicking the dependency icon .
Configuration item	Configuration item (CI) that the problem applies to. The CI class of the selected configuration item identifies the type of problem, for example, hardware, network, or database.
Change request	Change request associated with the problem.
Major problem	Check box to prioritize a problem and highlight that it needs a review.
Knowledge	Check box to automatically submit a knowledge article when a problem is closed.
State	State of the problem: Open: Open and unassigned. Pending Change: Waiting for the corresponding change request to be closed. Known Error: This problem is not going to be fixed and there is a workaround. Users with the itil role have access to the Known Errors module. Closed/Resolved: The problem is fixed and closed.
Impact	Effect that the problem has on business. Select the appropriate impact level (High, Medium, or Low).
Urgency	Extent to which the problem resolution can bear delay. Select the appropriate urgency level (High, Medium, orLow).
Priority	How quickly the service desk should address the problem (Critical, High, Moderate, Low, or Planning). The Priority field is read-only and is set according to the Impact and Urgency values entered.
Assignment group	The group who will work on the incident. The business rule Populate Assignment Group based on CI/SO populates the Assignment group field based on the support group available for the configuration item (CI) or the Service offering consecutively. Note: The business rule is triggered when an incident is created or updated and when the Assignment group and the Assigned to field is empty. If you want to override the default value, you need to create new properties and provide the field in the property value that must be used to populate the Assignment group field. Create the properties in the following order of preference: com.snc.problem.ci_assignment_group.field_name: identifies which CI field populates the Assignment group field. com.snc.problem.service_offering_assignment_group.field_name: identifies which service offering field populates the Assignment group field. Note: The sys_user_group read ACL calls the SNCRoleUtil function. The function verifies whether the group that is reviewed contains either the admin role or security_admin role. The function allows the user to view the group only if the user has the same role. As a result, a user with the itil role cannot assign an incident to a group that has the admin role or security_admin role nor to any group whose parent has those role.
Assigned to	Specific user that the problem is assigned to. If an assignment rule applies, the problem is automatically assigned to the appropriate user or group.
Parent	The parent task for this problem.
Short description	Summary of the problem.
Description	Detailed description of the problem.
Work notes list	Users who receive notification when work notes are added to the problem. Click the Add me icon to add yourself to the work notes list for problems you are interested in monitoring.