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Configuring Problem Management › Problem Management › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure the problem form

Configure the problem form layout to conform to the workflow and the process of your organization. Add, remove, and customize fields and related lists, create problem categories, and modify links as needed.

Before you begin

Role required: admin

About this task

The Problem form in the base system is configured to follow recommended ITIL practices. Evaluate the form layout and design with your existing business processes, and plan the changes to make.

For additional form customization not described in this page, such as adding company-specific annotations or configuring related lists, see Form administration and Configuring the form layout.

By default, auditing is enabled for the problem table. The administrator can configure the form layout to add the Audit Records and Audit History related lists. For more information about options for auditing a table, see Enable auditing for a table.

Procedure

  • Navigate to Problem > Create New.

    Some of the following configuration activities are not accessed from within the problem form. These activities are noted in the procedure.

  • Configure the problem form layout
    Configure the problem form so the information it collects is relevant to your organization's processes. You can easily modify the form to show only the fields, related lists, and other elements that you need.

  • Add a field in the assess mandatory field dialog
    Add the mandatory fields necessary to move a problem or a problem task record from the New state to the Assess state in the assess dialog form. If you miss filling any of the fields, you can always fill those in the assess dialog form.
  • Redesign the problem form
    The form designer allows you to customize elements in the problem form to create different form views, display a field navigator, or provide field properties.
  • Configure problem categories
    Configure problem categories to provide a refined way of monitoring and reporting problems. Add to or remove category and subcategory choices from the list of problem categories or subcategories.

Parent Topic:Configuring Problem Management

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