---
sourceDocument: Yokohama ServiceNow AI Platform user interface
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/platform-user-interface

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama ServiceNow AI Platform user interface

ft:clusterId :

    - platux

bundleId :

    - platux

workflow :

    - Platform


---

# Create a problem from an interaction

# Create a problem from an interaction {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
You can create a problem record directly from an Interaction when the customer makes
contact regarding an issue and you need to investigate.

## Before you begin

* Role required: workspace_user or admin
* Activate the Problem Management Best Practice --- com.snc.best_practice.problem plugin
* Select the Allow Problem creation from Interaction (glide.problem.interaction.allow_create) problem property

{#create-problem-from-interaction__ul_fvs_5q1_4jb}  
Note:  
The Interaction feature is a more efficient way to create a problem from an interaction than the New Call feature from Service Desk Call (com.snc.service_desk_call) plugin that you might have used previously.

## Procedure

1. Navigate to AllWorkspace ExperienceWorkspacesWorkspace Home.
2. Click the list icon (![List icon]()) and click the Interaction list.
3. Click the interaction record from which you want to create a problem.
4. On the interaction page, click the more actions icon (![More actions icon]()) and select Create Problem.
5. On the form, fill in the fields.  
   {#create-problem-from-interaction__table_un2_dyl_n3b__entry__2}

   | Field | Description |
   |-|-|
   | Number | Auto-generated. Number that identifies the problem record. |
   | First reported by | Task that first identified this problem. |
   | Category and Subcategory | Group to which the problem belongs to such as software or hardware. After selecting the category, select the subcategory, if applicable. |
   | Service | Business service that the problem applies to. |
   | Configuration item | Configuration item (CI) that the problem applies to. The CI class of the selected configuration item identifies the type of problem, for example, hardware, network, or database. |
   | State | State management process. The field value changes as the problem proceeds from one state to another state. The states available are: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, and Closed. Note: To access the new state management process, activate the Problem Management Best Practice --- Madrid (com.snc.best_practice.problem.madrid) plugin. |
   | Impact | Effect that the problem has on business operations, for example, <kbd class="ph userinput">Major revenue loss.</kbd> |
   | Urgency | Extent to which the problem resolution can bear delay. |
   | Priority | How quickly the service desk should address the problem. The Priority field is automatically set to the Impact and Urgency values. |
   | Assignment group | Group to which the problem is assigned. |
   | Assigned to | Problem coordinator to whom the problem is assigned. If an assignment rule applies, the problem is automatically assigned to the appropriate user or group. |
   | Problem statement | Brief description of the problem. Note: Activate the Problem Management Best Practice --- Madrid (com.snc.best_practice.problem.madrid) plugin. |
   | Description | Detailed description of the problem. |
   | Notes ||
   | Work notes list | Users who receive notification when work notes are added to the problem. |
   | Work notes | Informative notes about the work performed on the problem. |
   | Analysis Information ||
   | Workaround | Method used to overcome the issue.if no resolution is available yet. |
   | Cause notes | The cause of the problem. |
   | Resolution information ||
   | Resolved | Auto-generated. Date and time when the user resolved the problem. |
   | Resolved by | Auto-generated. The user who resolved the problem. |
   | Fix notes | How the problem was fixed. |
   | Auto-generated information ||
   | Opened | Auto-generated. Date and time when the user opened the problem. |
   | Opened by | Auto-generated. User who opened the problem. |
   | Confirmed | Auto-generated. Date and time when the issue was confirmed as a problem. |
   | Confirmed by | Auto-generated. User who accessed the issue and confirmed that it was a problem. |
   [Table 1. Problem form]

   {#create-problem-from-interaction__table_un2_dyl_n3b}
6. Click Save.  
   A problem record is created and the record appears in the Related tasks related list on the Interaction form.
{#create-problem-from-interaction__steps_ok2_sbm_n3b}

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