Once a Problem has been detected through Incident analysis or reports, the first thing you’d want to do is record and maintain all the details associated with the Problem systematically. This aids in the next step of investigation of root causes and diagnosis of the Problem. Meticulously following these processes can help ascertain what’s causing the problem and the level of impact it will have on your users.The easiest way to have a log of all Problems or view any progress on it - is by adding and updating the Analysis reports. 


Freshservice lets you view, add, and update your Problem with Root Cause Analysis, Impact Analysis, and Symptoms related to the issue. You can also attach important documents, files, images, and insert links to provide further contextual information to the issue under discussion. 

To create/raise a new problem 

  1. Navigate to the top-right corner of the page, and click the +New button. 

  2. Select Problem from the dropdown list.

To add a root cause analysis 

  1. Click on the Problems button on the left pane and select All Problems from the Problems dropdown.

Note: If you’ve created specific Problems view pages, you can also select those from the dropdown options. 

  1. Under Analysis, click the Root Cause field box and a description field will open. You can add information, insert images and links, and also attach files to supplement your report. 

  2. Once you’re done adding relevant information, click Add to save your changes.  

To edit/update a root cause analysis

  1. Hover over the root cause analysis you’ve added previously and click .

  2. Make your required changes and click Update

To delete a root cause analysis

  1. Hover over the root cause analysis you’ve added previously and click .

  2. A confirmation message will pop up. Click OK.

Similarly, you can also add, edit, and delete Impact Analysis and Symptoms relating to a Problem by following the steps given above.