---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Data for problem resolution

# Data for problem resolution {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
The quick resolution of problems requires gathering as much information as possible
about the problem.

In addition to the information within the problem ticket, useful information is often found in
other tables.

## Pertinent related records {#c_GatherProblemData__section_p5f_pzl_pz}

Common related records include changes (through the Change request
related list) and incidents in the Incidents related list. All the
directly related records are accessible through related lists. If the appropriate related
list does not appear on the form, the administrator can configure the form to add it.

## Known errors and knowledge articles {#c_GatherProblemData__section_qyl_szl_pz}

Information about already-known issues can be found in two places: the Known Errors module in the Problem Management application, or in the Knowledge
application. The Known Errors module filters the problem table to
present all the problems whose cause has been identified but cannot be fixed. The knowledge
base can have information that was gathered from incidents, and may also have useful
workarounds for problems.

## Dependency Views map {#c_GatherProblemData__section_msp_vzl_pz}

The Dependency Views map provides a visual representation of the configuration items and their
relationships and displays information about related issues.

For example, the following image is a map for the CI nyc rac na200,
which is a mass storage device.  
Figure 1. Map for nyc rac nas200 storage device  
The icons beside CIs indicate the following information. You can view information for the selected CI by clicking Details in the form header, or by pointing to the icon and viewing a pop-up box.

* The cloud x icon indicates that the CI has an associated problem, which is listed in the Problem details pane.
* The (!) icon indicates that there is a related incident.
* The link icon indicates that there are associated tasks, which can be incidents, problems, or changes. If you select the CI, the Details pane displays the associated records.
{#c_GatherProblemData__ul_vk3_hhr_pz}

To open the incident or problem record, click the number in the Details pane.

The map shows the upstream and downstream relationships of the CI. The storage device
problem might be an improper change to one of the UNIX servers.

## CMDB baseline history {#c_GatherProblemData__section_xf4_53r_pz}

If a baseline is [generated](https://www.servicenow.com/docs/access?context=c_BaselineCMDB&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US), planned or unplanned changes are tracked within the system. A common
cause of problems is improperly executed changes, and reviewing the history of changes to a
CI helps track problems caused by improper changes.

To check the CMDB Baseline, view the CI record and check Baseline Differences and Scheduled Changes. The administrator
can use the form designer to add these formatters.  
Figure 2. Problem baseline

In the example above, the change in RAM is associated with a change request. You can review
the change and see what was planned and what was implemented. The removal of QuickTime
software was recorded as an unplanned change.