---
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


---

# Create a problem (legacy)

# Create a problem (legacy) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Before you begin

Role required: itil

## Procedure

1. Create the problem with one of these options.

   | Option | Description |
   | From the Problem module | Navigate to ProblemCreate New. |
   | From an incident | 1. Open the incident. 2. On the context menu, click Create Problem. {#create-problem__ol_ps5_2lc_3t} |
   |-|-|

   {#create-problem__choicetable_agp_ckc_3t}
2. Complete the form, as appropriate.  
   For a description of the field values, see [Legacy Problem form](https://servicenow-prod.fluidtopics.net/34P6UI6vz3a3oc_QoIenWg "Description of the field values for the legacy problem form.").
3. To enter work notes for the problem, click the Notes tab.  
   When you initially create and save a problem, entering notes in the Work notes field is not mandatory. If you change the priority of the problem by selecting different Impact or Urgency values on an existing problem, the Work notes field becomes mandatory.  
   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.
4. To enter notes on why the problem is closed, click the Closure Information tab and enter the information.  
   The date on which the problem was closed and the user who closed it populate automatically.
5. Click Submit.

## What to do next

Assess the problem.

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