Creating a problem from an incident

If you fulfill the Problem Coordinator role, you can create a problem investigation from an incident request.

To create a problem investigation from an incident request

1. Open the incident request record.

2. Create the problem investigation.

   1. From the Quick Action area, click the arrow beside Create Related Request.
      If you are working on a hub server in a Hub and Spoke environment, you are asked to identify the company you are creating the record for. Select the company from the drop down list, then click Create. The Problem Investigation form opens on the spoke server of the company you chose (where it will also be saved).
   2. From the menu, select Problem Investigation.

   The Problem form appears. The details are copied from the incident request to the Problem form and a relationship is created between the problem investigation and the incident request.

3. Complete the Problem form as described in Recording-additional-investigation-information and in Indicating-impacted-areas.
4. Click Save.

Mapping values from the Incident form to the Problem form

The following table lists the fields that are copied from the incident request form to the problem form when you create a problem investigation directly from an incident request.

The Product Categorization fields on the problem investigation record (Product Categorization Tier 1, Product Categorization Tier 2, Product Categorization Tier 3, Product Name, Model/Version and Manufacturer) generally inherit their values from the Resolution Product Categorization fields on the Incident form. However, if the resolution product categorization fields, and so on, are not set on the Incident form, the product categorization fields on the Problem form inherit their values from the Product Categorization fields on the Incident form. 

While resolving an incident, it is not mandatory to fill the fields listed in the Resolution Product Categorization section.

Mapping values from the Incident form to the Problem form

When creating a related problem investigation from an existing incident, the problem should carry over any information from Notes and Summary fields of the related incident. The new problem should be related to the existing incident using one of the Relationship Types. 

In the Problem Location field, the location of the incident is shown by default. However, if you do not create a problem from an incident, Problem Location displays the location of the logged-in user. The user can change the location as needed.