As we discussed earlier, a problem is the cause of one or more incidents. Once a problem has
been documented, all the relevant details need to be added for the root cause analysis to be
effective. Then a workaround or a permanent solution needs to be determined to solve the
This section talks about Problem Management in Freshservice.
In the previous section, we discussed the process of creating a problem from a ticket’s detailed view. If no incidents have been reported for a problem yet, you can create a fresh problem.
The process of identifying significant problems by analyzing incident records and data collected
by other IT Service Management processes is called Proactive Problem Management.
Every problem is created with a unique ID that differentiates it from the rest. For example, if the problem ID is PRB-123, PRB stands for problem and 123 is the problem number.
To create a new problem,
Click on New in the top-right corner and select Problem.
Fill the form to create the problem and click on Save.
Adding Incidents to a Problem
Understanding the impact of a problem becomes way easier if you can see all the incidents
caused by it. And linking tickets to a problem is extremely easy:
From the problem’s detailed view, click on the Incidents button below the problem
description. If no incidents are linked to the change, click on Link new. (If there are
incidents attached to the problem already, click on Link to Incidents)
In the ticket list that pops up, select the incidents you’d like to link to the problem and click on Link.
The linked tickets will be displayed under the Incidents button. If you need to detach an incident
later, hover over it and click the ‘minus’ sign next to it. Then click on Detach.
Adding the root cause, impact and symptoms to the problem
Besides knowing which incidents were caused by the problem, some more information is
required to resolve it. The most important piece of information is the “root cause” of the problem,
which is identified by performing root cause analysis. You’d also want to document the impact
and symptoms of the problem in detail.
To add the Root Cause, the Impact, and the Symptoms, click in the corresponding box, enter
the information and click Add.
Adding workarounds and permanent solutions
Once the problem’s details are in place, finding a solution to the problem becomes easy. A
workaround can be provided for problems that cannot be resolved instantly.
You can link a solution article from your knowledge base and as a workaround or a permanent
solution for the problem, or add a solution of your own.
To add a workaround or a permanent solution,
Go to the problem’s detailed view and click on Permanent/Workaround under
If the solution exists in your knowledge base already, search for the article and click the
paperclip icon to link it. If it does not, click on Add a new solution and skip to the next
If a new solution needs to be added, click on Add a new solution. Then type in the
solution title, select an appropriate folder for it from the drop-down menu and enter the
steps in the Description field. Once you’re done, click on Add.
Marking Problems as Known Errors
Depending on factors like business impact, cost of the solution and ROI, implementing the
solution immediately might not be feasible. Until it is, you can use the workaround and mark the
problem as a “known error”.
From the problem’s detailed view, toggle the “Is this a known issue?” switch to YES.