CIS-ITSM · Question #109
When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be re
The correct answer is C. Problem > Administration > Problem Properties. ServiceNow Problem Management has dedicated administration properties that control behavior when a problem is created from an incident. The 'Problem Properties' module (found under Problem > Administration > Problem Properties) contains settings such as whether to copy impact, ur
Question
When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over. What module would you use to make this adjustment?
Options
- AITSM > Administration > Properties
- BIncident > Administration > Incident Properties
- CProblem > Administration > Problem Properties
- DSystem Policy > Rules > Priority Lookup Rules
How the community answered
(50 responses)- A2% (1)
- B2% (1)
- C92% (46)
- D4% (2)
Explanation
ServiceNow Problem Management has dedicated administration properties that control behavior when a problem is created from an incident. The 'Problem Properties' module (found under Problem > Administration > Problem Properties) contains settings such as whether to copy impact, urgency, and priority from the originating incident. By toggling these properties, a process owner can require the problem manager to independently assess and set these values on the problem record rather than inheriting them from the incident. Using System Policy > Priority Lookup Rules would affect how priority is calculated from impact/urgency, not whether the values are copied.
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