field label field type field behaviour purpose reference number auto sequence(prefix is prb) read only automatically set display value | used as a unique reference to a problem and its display value | \| short description | string | mandatory | the short description is used as the primary classifier source for sofi | \| description | string | | extra information that can be provided as part of the problem extra information that can be provided as part of the problem | \| priority | choicevalues p1 | critical p2 | high p3 | medium p4 | low p5 | planning | mandatory | the priority of a problem used for reporting purposes or conditional logic purposes | \| related change | multiple reference(change table) | change must not be completed or closed | these are the changes that are related to a problem once one of these have been completed, it will automatically resolve the problem and update the incident in various other fields as the process dictates | \| attached knowledge | reference(knowledge table) | read only | this is used to understand what knowledge was used for a problem | \| classification | reference(classification table) | mandatory must be selectable and for the problem table | this is the classification that can be selected from a problem that can help for reporting or otherwise | \| service | reference(cmdb service table) | | this is the service s that can be selected from a problem that can help for reporting or otherwise | \| assignment group | reference(group table) | mandatory group must be selectable, have problem listed in the accessible from table field or the accessible from table field must be empty | this is the group that is responsible for the completion of the problem | \| assignee | reference(user table) | mandatory on resolution user must be a part of the assignment group, be active and have the itsm agent role or administrator role is automatically cleared if the assignment group changes and they are not a member of the group | this is the individual responsible for the resolution of the problem | \| collaborator | multiple reference(user table) | users must be active and have either the itsm agent role or administrator role | these are any users who may be assisting in the completion of the problem or want / need to be kept up to date as to the progress of the problem this is also used to assist with the "problems i'm following" menu item | \| client journal | journal | | this is used to update the related incidents to a problem once a value has been entered here, it will update all the open incidents that are related to the problem | \| work journal | journal | | this is the method to communicate internally about a problem | \| known error | html | mandatory when the workflow status is known error | used to document the details as to what the error is about the problem this is used as the basis of a knowledge article when created when a problem is of the status known error | \| workaround | html | mandatory when the workflow status is workaround | used to document the details as to what a workaround is for the problem this is used as the basis of a knowledge article when created when a problem is of the status workaround | \| subtasks | multiple reference(problem task table) | | these are the problem tasks that have been created from and are related to a problem | \| resolved at | date and time | read only automatically set | this is automatically set based on the date and time that the problem is resolved | \| resolved by | reference(user table) | read only automatically set | this is automatically set based on the person that resolves the problem | \| closed at | date and time | read only automatically set | this is automatically set based on the date and time that the problem is closed | \| closed by | reference(user table) | read only automatically set | this is automatically set based on the person that closes the problem | \| resolution notes | string | mandatory when resolving an problem | used to provide information as to how a problem was resolved | \| related configuration items | multiple reference(cmdb table) | | used to highlight any configuration items related to a problem | \| related incidents | multiple reference(incident table) | | these are the incidents that are related to the problem that will be automatically updated when the problem itself is updated | \| sofi conversation id | string | not visible on form | used to hold the sofi conversation id, which is used by the sofi continuation point dialog manager element | the below are fields that come off one of the tables problems extend from, which it does not use or have on the form some will have some behaviours tied to them (due to existing on the work table), but some will have nothing tied to it as a result, you can use them, but they will likely have no functionality tied to them note that there are other fields, but they are not recommended to be used due to the potential impact field label field type field behaviour purpose approver multiple reference(user table) no approval process exists for problems so this field currently has no functionality tied to it parent reference(work table) read only not used for any purpose at the moment, but can be used in the future follower multiple reference(user table) as clients are recommended not to view problems, this field is not visible on the form and is not used requested by date date and time not currently used, but easily added to the form and used requested for reference(user table) mandatory as clients are recommended not to view problems, this field is not visible on the form and is not used requestor reference(user table) mandatory as clients are recommended not to view problems, this field is not visible on the form and is not used