---
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


---

# Communicate workaround for Problem

# Communicate workaround for Problem {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Document and communicate workaround to let others know that you are aware of the
issue. The workaround is a temporary way to restore service failures and lessen the impact
of a Problem for which an actual resolution is not yet available.

## Before you begin

Role required: admin, problem_admin, problem_manager or problem_coordinator

## About this task

When you communicate a workaround, notification is sent to related incidents that a workaround is available. The Incident process is designed to use the workaround information or to notify the user of the same. For more information on notification, refer [Synchronization between incident and problem records](https://servicenow-prod.fluidtopics.net/gmiztXusKzs6aRp7mUhcjw "Change in a Problem record impacts related Incident records. Notification is sent to the user for each such update.").  
Note:  
The topic applies to Problems where you have activated the Problem Management Best Practice --- Madrid (com.snc.best_practice.problem.madrid) plugin.

## Procedure

1. Navigate to AllProblemOpen.
2. Open the Problem record.
3. Enter the information in the Analysis informationWorkaround field.
4. Save the record.
5. Under Related Links, click Communicate Workaround.

## Communicate workaround (legacy) {#ariaid-title2}

You can enter a workaround note into a problem record, and then post the information into every associated incident.

### Before you begin

Role required: itil or admin

### About this task

The Communicate Workaround related link on the Problem form
eliminates the need to manually update each incident related to the Problem.

### Procedure

1. Open the problem for which you have a workaround.
2. Enter the information in the Workaround field.
3. Click Post.
4. Click the Communicate Workaround related link.  
   The problem number and the content of the Workaround field are added to the activity stream on all related incidents. By default, any entries made in an incident activity stream field generate an email notification to the Caller that you mention on the Incident form.

   If group on-call rotation scheduling is
   in effect when you communicate a workaround, the system stops the
   escalations on the associated incidents. Escalation stops because a
   workaround is available. This action effectively communicates knowledge to
   the appropriate audience, but does not create a knowledge
   article.

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