---
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


---

# Life cycle of a problem task

# Life cycle of a problem task {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
A problem task is the smallest unit of work that you should perform to complete a
problem. State transition of a problem task guides you through the stages of a problem task life
cycle, from creation to closure.  
If a problem coordinator requires help to resolve a problem, the coordinator can create and assign problem tasks to assignment groups or users to complete those activities.  
Note:  
The state-based information is available only in new instances starting from the Madrid release. Activate the Problem Management Best Practice --- Madrid --- State Model (com.snc.best_practice.problem.madrid.state_model) plugin. Existing users cannot activate the plugin.  
By default, you can create the following types of tasks:

* Root Cause Analysis: When you need to investigate the root cause and the resolution for a problem
* General: For any other task
{#understanding-state-trans-prob-task__ul_ggj_hln_pfb}  
Figure 1. Problem task state transitions  
Note:  
You can use Problem Management models to tailor processes for specific use cases. For more information, see [Problem Management models](https://servicenow-prod.fluidtopics.net/jb0xFy7CIgh8iXdMEijadg "You can use Problem Management models to tailor processes for specific use cases.").