Problems & Known Errors
Problem management lifecycle, field reference, known error database (KEDB), and linking to incidents and changes.
What is a Problem?
A problem is the underlying cause of one or more incidents. Problem management aims to prevent incidents by investigating root causes and creating permanent fixes. A known error is a problem that has a documented workaround or root cause even if no permanent fix is ready.
Field Reference
| Field | Type | Required | Default | Description |
|---|---|---|---|---|
| id | string (prb_...) | required | auto | Unique identifier. |
| number | string | required | auto | Human-readable number (PRB-NNNN). |
| title | string | required | Short description of the problem. | |
| description | text | optional | Full description, symptom details, and initial analysis. Markdown supported. | |
| status | enum | required | open | open · under_investigation · root_cause_identified · known_error · resolved · closed |
| category | string | optional | hardware · software · network · database · security · process · other | |
| impact | enum | optional | medium | low · medium · high · critical. Estimated business impact of the underlying problem. |
| priority | enum | optional | medium | low · medium · high · critical. Set manually by the problem manager. |
| assignedTeam | string | optional | Team leading the root cause investigation. | |
| assignedTo | string (usr_...) | optional | Problem owner responsible for driving to resolution. | |
| relatedIncidents | string[] (inc_...) | optional | [] | Incidents caused by or linked to this problem. |
| relatedChanges | string[] (chg_...) | optional | [] | Change requests created to implement the permanent fix. |
| cmdbItems | string[] (ci_...) | optional | [] | CMDB configuration items implicated in the problem. |
| rootCause | text | optional | Documented root cause. Required when moving to root_cause_identified. | |
| workaround | text | optional | Temporary workaround to reduce impact. Required to mark as known_error. | |
| workaroundEffective | boolean | optional | false | Whether the documented workaround reliably prevents the symptom. |
| permanentFix | text | optional | Description of the permanent resolution. Required when resolving. | |
| isKnownError | boolean (read-only) | optional | computed | True when status is known_error. Read-only. |
| tags | string[] | optional | [] | Labels for search and filtering. |
| resolvedAt | timestamp | optional | When permanently resolved. Auto-set. | |
| customFields | object (jsonb) | optional | {} | Workspace-configured custom fields. |
| createdAt | timestamp | optional | auto | Record creation time. |
| updatedAt | timestamp | optional | auto | Last modification time. |
Status Lifecycle
- •
open— Problem raised, pending assignment and investigation. - •
under_investigation— Actively being investigated. Root cause not yet identified. - •
root_cause_identified— Root cause documented. Permanent fix being planned. - •
known_error— Root cause identified and workaround documented. No permanent fix yet. - •
resolved— Permanent fix implemented (typically via a linked change). Triggers resolved event. - •
closed— Confirmed closed after post-implementation review. Terminal state.
Known Error Database (KEDB)
Marking a problem as a known error (POST /api/itsm/problems/:id/known-error) flags the problem itself with status known_error and an inline workaround. For the full known-error record type — its own numbered record with a publish/expire/retire lifecycle, a portal-facing /match endpoint, and links to CIs, incidents, and knowledge articles — see the dedicated Known Error Database page.
API Quick Reference
/api/v1/itsm/problemsList problems
/api/v1/itsm/problemsCreate problem
/api/v1/itsm/problems/:idGet problem detail
/api/v1/itsm/problems/:idUpdate problem fields
/api/itsm/problems/:id/known-errorMark as known error with workaround
/api/v1/itsm/problems/:id/resolveMark as resolved with permanent fix