Problem Management in Service Operations Workspace › Managing IT services in your organization › Service Operations Workspace for ITSM › IT Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a problem in Service Operations Workspace

Investigate the root cause of recurring incidents or a major incident. Provide a permanent fix to help prevent them from happening again.

Before you begin

Role required: itil or problem_coordinator

Procedure

Create a problem from any of the following sources.

Option

Description

From any Problem list

Navigate to any list of problems.

Note: The following lists are available for problems:

Assigned to you
Unassigned
Open
Resolved
Risk Accepted
Known Errors
All
Select New.

From an incident

Open an incident.
From the incident record page, select the list beside Create change request.
Select Create problem.

From a customer interaction regarding an issue with a cause that must be investigated

Open an interaction.
From the record page, select Create problem. Note: Enable the Allow Problem creation from Interaction (glide.problem.interaction.allow_create) problem property from Problem > Problem Properties.

For more information, see Configure properties for Problem Management in Service Operations Workspace.

On the problem form, fill the fields in the Details tab.

For a description of the field values, see Problem form.
Select Save.

Parent Topic:Problem Management in Service Operations Workspace

Problem Management models in Service Operations Workspace

Create a problem task in Service Operations Workspace

Work on a problem task in Service Operations Workspace

Problem Management in Service Operations Workspace reference