Assess a problem

Assess a problem to determine whether the problem requires a thorough investigation.

Before you begin

Role required: admin, problem_admin, problem_manager, or problem_coordinator
Activate the Problem Management Best Practice — Madrid — State Model (com.snc.best_practice.problem.madrid.state_model) to get the new best practice states and guided actions to navigate the lifecycle of a problem. For details, see Activate Problem Management Best Practice — Madrid — State Model.

Assessing a problem involves analyzing the scale and extent of the problem, as well as its cause and effect.

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assess state

After assessing the problem, you can perform any one of the following actions:

Option

Action to be taken

If the problem is valid and requires a resolution

Click Confirm.

If there is an existing problem with similar issue

Click Mark Duplicate.Note:

When you mark a problem as duplicate, the related records from the duplicate problem are moved to the existing problem.
The List of related task records (comma-separated) to move over when a problem is marked as a duplicate of another (problem.duplicate.records_to_move) problem management property controls the related records that are copied from the existing to the original problem.

If the problem is not a valid problem

Click Cancel.

After you confirm that the problem needs investigation and a resolution, the problem enters the Root Cause Analysis state.