Create a problem in Service Operations Workspace

  • Release version: Washingtondc
  • Updated May 7, 2024
  • 1 minute to read

    • Investigate the root cause of recurring incidents or a major incident. Provide a permanent fix to help prevent them from happening again.

    Before you begin

    Role required: itil or problem_coordinator

    Procedure

    1. Create a problem from any of the following sources.
      OptionDescription
      From any Problem list
      1. Navigate to any list of problems.
        Note:
        The following lists are available for problems:
        • Assigned to you
        • Unassigned
        • Open
        • Resolved
        • Risk Accepted
        • Known Errors
        • All
      2. Select New.
      From an incident
      1. Open an incident.
      2. From the incident record page, select the list beside Create change request.
      3. Select Create problem.
      From a customer interaction regarding an issue with a cause that must be investigated
      1. Open an interaction.
      2. From the record page, select Create problem.
      Note:
      Enable the Allow Problem creation from Interaction (glide.problem.interaction.allow_create) problem property from Problem > Problem Properties.

      For more information, see Configure properties for Problem Management in Service Operations Workspace.
    2. On the problem form, fill the fields in the Details tab.
      For a description of the field values, see Problem form.
    3. Select Save.