Create a problem

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • A problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.

    Vorbereitungen

    Role required: itil, sn_problem_write, admin, problem_admin, problem_manager, or problem_coordinator

    If you do not have Problem Management Best Practice — Madrid plugin (com.snc.best_practice.problem.madrid) activated, see Create a problem (legacy).

    Warum und wann dieser Vorgang ausgeführt wird

    • You can generate a problem record manually from the problem module.
    • You can generate a problem from an incident.
    • You can create a record producer to log problems from the service catalog.
    • You can also generate a problem from an email when an appropriate inbound email action is configured.

    Prozedur

    1. Create the problem with one of these options.
      OptionBezeichnung
      From the Problem module Navigate to Problem > Create New.
      From an incident
      1. Open the incident.
      2. On the context menu, click Create Problem.
      Hinweis:
      Use the property List of attributes (comma-separated) that will be copied from the incident to create a new problem (com.snc.problem.create_from_incident.attributes) to specify fields on the Incident form. The values of these fields are copied to the respective fields on the Problem form.
    2. On the Problem form, fill in the fields.
      For a description of the field values, see Problem form
    3. Click Submit.
      The problem enters the New state. If you have filled the mandatory fields that are necessary to move a problem record to the Assess state, the problem record directly moves to the Assess state. If you want to add any additional field for the assess state, you must add the field at System UI > Form Sections. For more information, refer Add a field in the assess mandatory field dialog.
      Hinweis:

      When an incident is promoted as major incident, a problem record is created automatically if the following conditions are met:

      • The incident does not have a problem record associated with it.
      • Major Incident Management is installed along with problem management.
      • The Problem Management Best Practice – Madrid plugin (com.snc.best_practice.problem.madrid) and Incident Management - Major Incident Management plugin (com.snc.incident.mim) must be active.
      • You must activate Create Problem from Major incident flow, which is inactive when shipped in base system.

      To configure the incident field information which must be copied to problem record, activate the List of Attributes (comma-seperated) that will be copied from the incident to create a new problem (com.snc.problem.create_from_incident.attributes) property.

      You can copy attachments and knowledge articles if the Problem Management Best Practice – Madrid plugin (com.snc.best_practice.problem.madrid) is active and com.snc.problem.create_from_incident.copy_attachments property is true.

    Nächste Maßnahme

    Assess the problem.