How to create a record from a problem

A problem can trigger additional records as part of the resolving the problem. For example, the solution to a problem might trigger a change to the infrastructure, or its components.

You can create changes, and knowledge and news articles from a problem record.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

When you create a record from a problem record, Service Management automatically creates a relationship between the records.

Change from problem. Service Management automatically creates a relationship between the records, and the change appears in the Related records tab.

Article from problem. The knowledge or news article appears in the problem's Related knowledge tab.

Note

Data domain assignments are copied when you create a change from a problem.
Data domain assignments are not copied when you create a knowledge or news article from a problem.

For more information about domains, see Data domain segmentation.

To create a record from a problem:

From the main menu, select Run > Problem > Problems.

Select the problem record from which to create a new record.

To filter the record list, click the Add filter button. For more information, see Filters.

Click the record identifier in the ID column to display the selected record.

On the toolbar, click and select the type of record to create from the problem.

Service Management displays the correct form to gather the appropriate information for the new record, and automatically fills in common information.

For more information about the field mappings, see Mapping records created from a problem record.

Enter the details for the new record, and save the record.

In the problem record, the new change record appears on the Related records tab, in the This problem depends on section (effects of the problem).

In the change record, the problem appears on the Related records tab, in the Causes of the change section.
In the problem record, the knowledge and news articles appear on the Related knowledge tab.