Problem Management: Update a Problem Ticket in ServiceNow

Updating Problem tickets should be done carefully. Problem tickets may have Incidents attached and communications can be sent to a large group of customers simultaneously.

Instructions to Update a Problem Ticket in ServiceNow

Provide an Update to Support Staff Working on the Problem

    1. From within the Problem record, navigate to the Activity section.
    2. Provide updated details within the Work Notes - Note Viewable by the Customer field. 
      • Additional information gathered can be added to the PRB record
      • Notes which may help clarify the problem
    3. Click on Post.

The action:

  • Will update the Activity Stream
  • Will notify those assigned to the Problem ticket
  • Will NOT update any of the attached Incident records

 

Provide an Update to the Customer(s):

  1. From within the Problem record, navigate to the Workaround section.
  2. Provide a customer-friendly update message. 
  3. Click on the Communicate Workaround link, located below Related Links.
    The link Communicate Workaround is highlighted within the Related Links section

The action:

  • Will update the Problem record under the Workaround section
  • Will update the attached Incident records 
  • Will notify customers with attached Incident records

Communicate a Workaround to Customer(s) without Closing the Problem

This will communicate the suggested workaround to all attached Incident records while leaving the Problem record open. 

  1. From within the Problem navigate to the Workaround section.
  2. Provide a customer-friendly workaround message with a link to the knowledge article (if applicable).
  3. Click on the Communicate Workaround link, located below Related Links.
    The link Communicate Workaround is highlighted within the Related Links section

The action:

  • Will update the Problem record under the Workaround tab
  • Will update the attached Incident records 
  • Will notify customers with attached Incident records

Communicate Resolution Notes to the Customer(s)

This will communicate Resolution Notes to the customer(s) while leaving the Problem record open or closing

  1. From within the Problem record scroll down to Resolution and Root Cause 
    ProblemRootCauseField.PNGx
  2. Provide a customer-friendly resolution message.
  3. Either: 
    • Click Save to update the Problem record and all customers with attached Incidents while leaving the Problem open.
    • Click Close Problem and provide a Resolution Code to update the Problem record and all customers. This will Close the Problem and all associated Incident records.

The action:

  • Will update the Problem record under the Activity section
  • Will update the attached Incident records 
  • Will notify customers with attached Incident records
  • Will either:
    • Leave the Problem record open 
    • Close the Problem record and all associated records

 

NOTE: The actions above will apply to Problem tickets and not Incident tickets.