---
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


---

# Categorize a problem as a major problem

# Categorize a problem as a major problem {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can prioritize a problem and highlight that it needs a review.

## Before you begin

Role required: admin

## About this task

Note:  
This feature is available only in new instances starting with Jakarta or a later release. The Problem Management Best Practice -- Jakarta plugin (com.snc.best_practice.problem.jakarta) plugin must be activated.  
* If the Problem Management Best Practice -- Madrid plugin (com.snc.best_practice.problem.madrid) is activated, configure the Problem form to include the Major problem check box and add the Major problem review field to the Resolution Information tab.
* If the Problem Management Best Practice -- Madrid plugin (com.snc.best_practice.problem.madrid) is not activated, add the Review outcome field to the Closure Information tab.
{#categorize-major-problem__ul_knp_ymg_plb}

## Procedure

1. Open a Problem record to categorize it as a major problem.
2. Select the Major problem check box.  
   The Work notes field is mandatory. Either the Major problem review field is displayed in the Resolution Information tab, or the Review outcome field is displayed in the Closure Information section.
3. Fill out the Review outcome field to document review results and lessons learned.
4. Click Update.
{#categorize-major-problem__steps_wpd_cfd_5y}
**Previous topic:** [Define an assignment rule for problems](https://servicenow-prod.fluidtopics.net/tfJ4uGC45Dl9itCNxCZ0RQ "After a problem is logged, it must be assigned to the appropriate group or individual to handle the problem. You can define assignment rules to automate the assignment process.")  
**Next topic:** [Enable Problem Management models](https://servicenow-prod.fluidtopics.net/kR_tSMbxyA3qKHi4YAd6OA "Enable the Problem Management models system property so that you can create and use custom models.")