Use > Problem Management > Problem Management workflows and user tasks > Create a new problem not based on an incident

Create a new problem not based on an incident

Part of Workflow(s):

Problem Management: Logging

Applies to User Roles:

Problem Coordinator

There are times when you may need to create a problem before any incidents have been reported. Typically, such problems arise from periodic reviews of incident trend analysis or from vendor/supplier published issues. You can address these problems as part of an organization's preventive or scheduled maintenance. Should any incidents arise from these problems, you can associate them with the problem after creating it.

Note By default, problem record identification numbers have a prefix of PM.

To create a new problem record not based on an existing incident record, follow these steps:

  1. Click Problem Management > Create New Problem.
  2. In the Title field, type a title that accurately describes the problem.
  3. In the Description field, type the following details:
    • The problem
    • The symptoms, including any error messages
    • The impact from a business perspective
    • The frequency of reoccurrence
    • The conditions under which any service disruption occurs

  4. Fill in the following required fields, and any other required or relevant fields.

    Note Problems created from Incidents or other records may contain some prepopulated fields.

    • Select the Affected Service.
    • Select the Status.

    • Select the Impact and Urgency.

      Note Service Manager selects the default priority based on the impact and urgency values.

  5. Click Save.

Note You can add parts and labor costs tracking to an incident, problem, change, or request or to any associated task of a record. To do this, navigate to the Cost tab, specify the currency, and then specify the date, part number, and quantity for any parts used.  Alternatively, specify the date, technician name (used to derive the rate from the operator record), and hours worked for any labor. Service Manager will automatically calculate and roll up costs from any sub tasks into the Total cost field on the Costs tab.

Related topics

Creating a problem
Identify the problem
Categorize the problem
Classify the problem
Problem record information
Searching for a Configuration Item
Example: Search for a record

Related topics

Find problem candidates
Review incidents
Create a new problem from an incident
Associate a problem with an existing incident
Update a problem