Work on a problem in Service Operations Workspace
Manage problems and problem tasks through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.
Before you begin
If you aren't using the base problem life cycle, you will continue to use the classic experience to manage problems or problem tasks through their life cycle. From the problem record page, select Continue problem to be redirected to the ServiceNow AI Platform user interface where you can make state transitions. For information about state transitions of a problem, see Life cycle of a problem.
The base problem life cycle is included with the Problem Management Best Practice - Madrid - State Model (com.snc.best_practice.problem.madrid.state_model) plugin. Use the Problem Management Migration Utility store application to enable this plugin and migrate your records to the base problem life cycle.
Role required: itil, problem_coordinator or higher (for managing the life cycle of the problem), problem_admin (for deleting the problem)
Procedure
Open a problem.
For information about creating a problem in Service Operations Workspace, see Create a problem in Service Operations Workspace.
Perform any of the following actions on the problem record page.
| Option | Description |
|---|---|
| View the unified dependency CMDB map in a new tab within the workspace view | For the reference fields such as Configuration item, Service offering and Service, select the Dependency view icon ( Image omitted: dependency-icon-r.png Dependency icon).</td></tr><tr><td id="d415817e137"><strong>Create a problem task associated with the problem</strong></td><td>Select <strong>Create problem task</strong>, or select <strong>New</strong> from the <strong>Problem Tasks</strong> tab. For more information about creating a problem task, see <a href="../create-problem-task-sow/">Create a problem task in Service Operations Workspace</a>.</td></tr><tr><td id="d415817e164"><strong>Assess a problem</strong></td><td>Select <strong>Assess</strong> and fill the mandatory fields.</td></tr><tr><td id="d415817e176"><strong>Confirm a problem</strong></td><td>Select <strong>Confirm</strong> to move the problem from the <strong>Assess</strong> state to the <strong>Root Cause Analysis</strong> state.</td></tr><tr><td id="d415817e195"><strong>Investigate the root cause of a problem</strong></td><td><ul> For more information about creating a problem task, see Create a problem task in Service Operations Workspace. |
| Create a change request from the problem | From the drop-down list next to Create problem task, select Create change request, or select New from the Fix Tasks tab.For information about creating a change request, see Create a change request in Service Operations Workspace. |
| Create an outage associated with the problem | From the drop-down list next to Create problem task, select Create outage. |
| Create a known error article | From the drop-down list next to Create problem task, select Create known error article.Known error articles document the root cause and the workaround of the problem. For a description of the field values, see Known error article form. |
| Assign the problem to yourself | Select Assign to me. |
| Mark a problem as a duplicate of an existing problem | From the drop-down list next to Cancel, select Mark duplicate and fill the mandatory fields. |
| Cancel a problem | Select Cancel problem and fill the mandatory fields. |
| Delete a problem | Select the more actions icon ( Image omitted: more-actions-icon.png more actions icon) and select <strong>Delete</strong>.</td></tr><tr><td id="d415817e353"><strong>Create a known error article for a high-impact problem</strong></td><td><p><strong>Note:</strong> This option is available when you have the problem-coordinator role and the following conditions are applicable for a problem:</p>
|
| Attach knowledge articles or records that help a quick resolution of a problem |
|
| Add an attachment to a problem | From the contextual side panel, select the attachments icon \( Image omitted: attachment-icon.png attachments icon\). |
| Copy the record page URL to easily access the record | Select the more actions icon ( Image omitted: more-actions-icon.png From the contextual side panel, select the templates icon \( more actions icon) and select <strong>Copy URL</strong>.</td></tr><tr><td id="d415817e464"><strong>Share a workaround</strong></td><td>Select the more actions icon ([Omitted image "more-actions-icon.png"] Alt text: more actions icon) and select <strong>Share workaround</strong>.</td></tr><tr><td id="d415817e482"><strong>Share a fix</strong></td><td>Select the more actions icon ([Omitted image "more-actions-icon.png"] Alt text: more actions icon) and select <strong>Share fix</strong>.</td></tr><tr><td id="d415817e500"><strong>Create templates for reuse</strong></td><td> Image omitted: template-icon.png templates icon\). |
| Acknowledge the problem while recognizing there is currently no permanent resolution | From the drop-down list next to Cancel, select Accept risk and fill the mandatory fields.Note: You can apply workaround notes to a risk-accepted problem. |
| Re-analyze a problem | From a problem in the closed or resolved state, select Re-analyze. The state is changed to Root Cause Analysis. |
Parent Topic:Problem Management in Service Operations Workspace
Related topics
Create a problem in Service Operations Workspace
Problem Management models in Service Operations Workspace
Create a problem task in Service Operations Workspace
Work on a problem task in Service Operations Workspace
Problem Management in Service Operations Workspace reference