Problem Management Configuration in ServiceNow: A Complete Guide
Problem Management in ServiceNow aligns with the ITIL framework to identify and address the root causes of issues that trigger incidents. It enables you to log problems, link them to related incidents, and assign them to relevant teams for resolution. The process includes documenting known errors, communicating them effectively, and initiating corrective actions to address the root cause.
The primary goal of Problem Management is to manage the lifecycle of problems, prevent future occurrences, and reduce the frequency and impact of recurring incidents. It focuses on diagnosing root causes, determining solutions, and often implementing changes to configuration items within the IT environment to resolve issues. Key features of Problem Management include:
Maintaining a database of problems along with their workarounds and resolutions, empowering organizations to minimize the frequency and severity of incidents over time.
It integrates with Knowledge Management to create and store detailed known error articles for future use, ensuring consistent and effective problem resolution.
How to Configure Problem Management in ServiceNow
Follow these steps to set up and customize Problem Management in ServiceNow.
Enable the Problem Management Plugin
You can activate the Problem Management plugin [com.snc.problem] if you have the admin role.
Navigate to All > System Applications > All Available Applications > All.
Find the Problem Overview Homepage [com.glideapp.report.itsm.problem.overview] plugin using the filter criteria and search bar. You can search for the plugin by its name or ID. If you cannot find a plugin, you might have to request it from ServiceNow personnel.
Select Install to start the installation process.
Configure Problem Properties
1. Go to Problem > Administration > Problem Properties.
ServiceNow Problem Management properties page displayed in a screenshot, showcasing configuration options and settings.
Property
Description
Problem State Transition Properties
Accept Risk moves the Problem to a Closed state instead of a Resolved state
problem.acceptrisk.move_to_closed
Type: true or false
Default value: true
Can Create a Problem Task on a Closed Problem?
problem.closed.can_create_tasks
Type: true or false
Value: true or false
Default value: false
Who can Re-analyze a Canceled Problem?
problem.closed.role.reanalyze_from_canceled
Type: choice list
Default value: problem_manager
Who can Re-analyze a Risk Accepted (Closed state) Problem?
problem.closed.role.reanalyze_from_closed_riskaccepted
Type: choice list
Default value: problem_manager
Who can Re-analyze a Completed Problem?
problem.closed.role.reanalyze_from_completed
Type: choice list
Default value: problem_manager
Who can Re-analyze a Completed Problem?
problem.closed.role.reanalyze_from_completed
Type: choice list
Default value: problem_manager
Problem Task State Transition Properties
Cancel open Problem Tasks when closing a Problem
problem.closed.cancel_open_tasks
Type: true or false
Value: true or false
Default value: true
Who can Re-assess a Completed or Canceled Problem Task?
problem_task.closed.role.reaassess_from_closed
Type: choice list
Default value: problem_coordinator
Can Re-Assess a Problem Task on a Closed Problem?
problem_task.closed.can_reassess_on_closed_problem
Type: true or false
Default value
Upgrade: true
New instances: false
Problem-Related List Properties
List of related task records (comma-separated) to track as fixes for this Problem. Used to notify the Coordinator when all the related fix records are Completed or Canceled. E.g. change_request.parent
problem.fix.records
Type: string
Default value
change_request.parent
rm_defect.parent
rm_release.parent
rm_enhancement.parent
sn_cim_register.source_id
List of related task records (comma-separated) to move over when a problem is marked as a duplicate of another. E.g. incident.problem_id
problem.duplicate.records_to_move
Type: string
Default value
incident.problem_id
sn_customerservice_case.problem
problem_task.problem
Who can relate closed Incidents to a Problem?
problem.role.relate_closed_incidents
Type: choice
Default value
Upgrade: Nobody
New instances: Problem coordinators
Problem Created from Incident Properties
List of attributes (comma-separated) that will be copied from the incident to create a new problem
com.snc.problem.create_from_incident.attributes
Type: string
Default value
number
description
short_description
cmdb_ci
impact
urgency
priority
company
business_service
category
subcategory
Problem Created from Interaction Properties
Create saved problem
com.snc.problem.create_from_interaction.save
Type: Boolean
Default value
Upgrade customers: No
New customers: Yes
Allow problem creation from interaction
glide.problem.interaction.allow_create
Type: true or false
Value: true or false
Default value: false
Configure the Problem Form
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.
Configure the Problem Form Layout
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.
Navigate to All > Problem > Create New.
In the problem form context menu, select Configure > Form Layout.
By configuring the form layout, you can modify the following:
Show or hide fields on a form.
Add a related list to a form.
Add an annotation to a form.
Create a form section.
Embed a list within a form.
Problem form layout example:
This screenshot showcases the Configuring Problem form in ServiceNow, illustrating its layout, key fields, and customization options for streamlining problem management workflows.
Create a Problem Model
Create custom Problem Management models with states and transitions tailored to your use cases.
Open the Problem Models table in one of the following ways.
In the navigation filter, enter "prb_model.list".
Navigate to All > Problem > Administration > Problem Models.
Select New.
On the Problem Model form, fill in the fields.
Choose the states for your custom model by selecting Save from the form context menu icon ()
From the Model States context menu that appears, select New.
On the Model State form, fill in the fields.
Field
Description
State
State that you want to include in your model.
Initial state
Option to enable this state as the initial state for your model. This field is automatically selected when you add the first state to your model.
Select Submit for each state you choose.
3. Apply a transition to each model state by selecting the display/hide hierarchical lists icon ()
From the Model State Transitions context menu, select New.
On the Model State Transitions form, fill in the fields.
Field
Description
From
State that the problem record is moving from.
To
State that the problem record is moving to.
Automatic transition
Option for enabling automatic transition to the problem record when the defined conditions are met. Selecting this option also prevents you from manually selecting the State field on the problem record.
Select Submit for each model state transition that you add.
4. (Optional) Apply transition conditions by selecting any of your model state transitions.
From the Transition Conditions context menu, select New.
On the Model State Transition Condition form, fill in the fields.
Select Submit for each transition condition you add.
Communicating the Outcome of a Problem
Document the cause and resolution of a problem to resolve incoming incidents quickly and avoid further problems being raised on the same issue.
Communicate a Workaround for a Problem
Document and communicate a workaround to let others know that you are aware of the issue. The workaround is a temporary way to restore service failures and lessen the impact of a problem for which an actual resolution is not yet available.
Navigate to All > Problem > Open.
Open the Problem record.
Enter the information in the Analysis information>Workaround field.
This image showcases the Workaround field within the Analysis Information tab in ServiceNow, illustrating its layout and functionality for troubleshooting purposes.
4 Save the record.
5. Under Related Links, click Communicate Workaround.
Communicate a Fix
After you have completed the root cause analysis of a problem and have come up with a resolution or fix for that problem, submit change requests to get the problem fixed. Documenting and communicating fixes helps users to know the solution to a problem.
Navigate to All > Problem > Open.
Open the Problem record.
Enter the information in the Resolution Information > Fix notes field.
It highlights the Fix Notes field found in the Resolution Information tab in ServiceNow, where users can record notes related to the fix or resolution of an issue.
4. Save the record.
5. Under Related Links, click Communicate Fix.
Creating Knowledge Articles from Problems
Knowledge bases store and share key organizational information. The Problem form in ServiceNow offers four ways to generate and disseminate knowledge:
Automatically submit a knowledge article upon closing a problem by selecting the Knowledge checkbox.
Add a workaround note to a problem record and share it across all linked incidents.
Create a knowledge article about the problem immediately, without waiting for the problem to be resolved.
Quickly draft and publish a knowledge article in the News category for timely communication.
Create a Known Error Article
Create known error articles as reference material. The known error articles document the root cause and the workaround of the problem to help with deflecting incidents.
Navigate to All > Problem > Open.
Open the Problem record.
Under Related Links, click Create Known Error Article.Note: The link appears when the Primary Known Error article field is empty under the Analysis Information tab on the Problem form.
This image displays the 'Create Known Error Article' link within the Related Links section in ServiceNow, allowing users to document and manage known errors.
4. Click Submit.
Note: To read the content of the article, click View Article under Related Links.
5. On the form, fill in the fields.
Note: Click Search for Duplicates to search for existing known error articles. The search is based on a short description, category, and topic.
What to Do Next
Click Publish to send the article for review and approval. Depending on the Knowledge base where the article is stored and the Knowledge Base access controls, this Known Error article may be available to search for users outside of the IT team to help with Incident deflection.
Post Knowledge
You can generate a knowledge article about a problem right away without waiting for its resolution. Here's how:
Open the problem record you want to use as the basis for the knowledge article.
Click the Post Knowledge-related link. The resulting article will automatically include:
The problem number and short description as the article's Short Description.
The problem's Description and Workaround as the article's main content.
The problem's Configuration Item as the article's Configuration Item.
The article topic pre-set to Known Error.
Problem Overview Dashboard
Platform Analytics KPIs and Dashboards
Use the dashboards to monitor the operational KPIs and identify areas for improvement, optimize processes, and achieve their strategic goals.
An operational KPI is a quantifiable measure that tracks the efficiency and effectiveness of day-to-day operations in your organization. The KPIs can be organized in a dashboard that highlights the areas that are running efficiently and the areas that need attention.
Note:
Ensure the "itsm_analytics" application is activated in the instance.
These user-friendly and comprehensive Next Experience dashboards are designed for easy navigation and quick access to all the required information.
By monitoring operational KPIs, you can identify areas for improvement, optimize processes, and ultimately achieve their strategic goals. Here are some techniques to use the operational KPIs:
Ensure your KPIs match your organization’s business goals. Define the KPIs that contribute to achieving those objectives.
Focus on the most critical KPIs that add value to the organization’s growth.
Track and review KPIs regularly. Monitor your progress and modify the KPIs as required by the organization’s goals.
Use data to drive decisions: Identify trends, uncover root causes, and use insights to improve processes and performance.
Use the data to identify trends and use insights to improve processes and performance.
Problem Dashboard
The Dashboard provides a view into Problem Management related metrics for Open and Closed Problem records.
Navigate to the All > Success Dashboard > Success Dashboard.
Click on the () icon and go to the Problem tab.
Filter by Assignment Group, Priority, and Category.
This screenshot shows the Problem tab, which is located within the Operational Success page in ServiceNow, highlighting its position and relevance.
KPIs for Problem:
Data Visualization
Description
KPI (Performance Analytics Indicator)
Open problems (by age and priority)
Problems currently open distributed over age and priority.
Number of open problems
Open problems (by state and age)
Problems currently open distributed over age and state.
Number of open problems
% open critical problems (by state)
Percentage of critical problems that are categorized by state.
% of open critical problems
% open problems classified as known error
Percentage of problems with associated Known Error articles.
% of open problems classified as known error
Average reassignment of open problems (by category)
This is the average number of times problems have been reassigned.
Average re-assignment of open problems
Closed problems (by age and priority)
Closed problems by age and priority.
Number of closed problems
Mean time to close a problem
The average time taken to close a problem.
Average close time of problems
Conclusion
ServiceNow Problem Management is a vital component in aligning IT service management with organizational objectives. Addressing the root causes of incidents and preventing recurrence minimizes disruption and enhances operational efficiency. The structured workflow from problem creation to resolution and communication ensures thorough analysis, effective solutions, and comprehensive documentation. Tools such as dashboards and KPIs provide valuable insights, enabling continuous improvement in processes. By leveraging these capabilities, organizations can reduce incident impact, streamline resolution, and achieve strategic goals, positioning IT as a reliable enabler of business success.
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