Create a Problem

You create a problem to record an unknown, underlying cause of one or more issues with service delivery or service support. Creating the problem lets you analyze the cause of the problem and prevent recurrences. After creating the problem record, you can investigate potential solutions. After you have identified a solution, you can record it on the problem. Once the underlying cause is identified, mark the problem as a known error.

If resolving the problem involves creating a service request, incident, problem, or work order, you can create it directly from the problem record. You can also relate existing records to the problem.  

Note: The system might create problem records automatically from sources such as e-mail, system monitoring tools, or external applications.

To create a problem:

  1. In the Problems (SP) application, on the toolbar, click New Problem . If the Problem field is empty, enter a value. You can edit this field until you save the record.

  2. Determine whether you can apply a template to enter data for many fields quickly. After applying the template, enter or modify data in fields as needed.

  3. Enter user information in the Reported By and Affected Person fields. By default, the system fills the Asset Site field with the site on the person record of the Affected User.

  4. In the Problem Details section, enter a description in the Summary field. To enter additional information, click Long Description .

  5. Choose one of the following options:

  6. If the problem is for a location, in the Location field, specify the location.

  7. If the problem is for an asset, in the Asset field, specify the asset.

  8. If the problem is for a configuration item, in the Configuration Item field, specify the configuration item.

After specifying the primary affected asset, location, and configuration item in the appropriate field, you can specify multiple related assets, locations, and configuration items in the Multiple Assets, Locations, and CIs section.

  1. Optional: If there is no location, asset, or configuration item with a customer for the problem, specify the customer directly in the Customer field.

  2. Fill in the remaining required fields. Asterisks (*) indicate required fields.

  3. Click Save Problem . The system creates a problem record.

See Also

Add Information to a Problem

Add/Change Problem Specification Attributes

Relate a Record to a Global Record