Use > Run > Problem Management > Problem Management procedures > Create a problem record

How to create a problem record

Problem records are where you collect detailed information about problems. When you create and resolve problem records, you can help to provide permanent solutions that prevent incident recurrence.

  1. From the main menu, select Run > Problem. Click New. Service Management displays the New problem form. Service Management does not assign a problem ID until you save the record.

  2. Complete the General details section.

    This section contains basic information about the problem that helps to accelerate resolution. The title and symptoms become resource information when you search for similar problems and potential solutions. The more detail that you provide, the easier it is to match new problems with resolved problems.

    Field Description
    Title

    A title for the problem.

    Best practice: Choose a meaningful, descriptive, and relatively short title. Titles are often the only identification used in selection lists and in other areas to identify components.

    Symptoms

    The symptoms of the problem.

    Tip: Be as specific and detailed as possible. You should include any information that helps a user understand the nature and detail of the problem.

    Example: Include error messages, how often the problem happens, and so on.

    Urgency

    How important the issue is for the customer. Service Management uses the urgency value to calculate the priority of the problem.

    Category

    The category of the problem. Service Management uses the category to classify problem records.

    Example: Select Hardware.

    Service

    The service affected by the problem.

    Services are usually related to one of the following:

    • Infrastructure. For example, database or network services.

    • Business services. For example, email or a web portal.

  3. Click Save.

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