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Problem Management › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Managing Problems

Understand how Problem and Problem task is created, assessed, investigated, and fixed in a Problem or Problem task states.

  • Create a problem
    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.
  • Assess a problem
    Assess a problem to determine whether the problem requires a thorough investigation.
  • Add multiple incidents to a problem
    Add multiple incidents to a problem to avoid creating multiple problems for incidents that have the same issue.
  • Associate CIs with Problem
    Associate multiple affected or impacted configuration items (CIs) to a problem to find out all the CIs that are affected by the same problem.
  • Investigate root cause of a problem
    Identify the root cause of the problem to analyze, track, and resolve recurring incidents permanently.
  • Resolve and complete a problem
    Resolve the issue and add detailed note of the resolution for future reference.
  • Create change request from a problem
    After you investigate and perform a root cause analysis of the Problem, you can understand whether the Problem can be resolved or you should find a temporary workaround for the Problem. If the Problem can be resolved, implement the fix, or the resolution for the Problem.
  • Add multiple change requests to a problem
    Add multiple change requests to a problem to capture all the requests that you need to implement to fix the problem.
  • Create a problem task
    Problem tasks are how the problem coordinator asks subject matter experts for help with identifying the root cause and proposed fix for a problem. Divide the problem into multiple problem tasks to help with the investigation. You can assign the problem tasks to different assignment groups or users.
  • Assess a problem task
    Assess a problem task to determine the feasibility of working on the task.
  • Complete a problem task
    Resolve and complete the problem task.
  • Resolve related incidents from a problem
    After you consider a problem to be resolved, the incidents related to the problem with the state On Hold may be resolved using a UI action from the Problem form.

Parent Topic:Problem Management