---
title: Problem Business Object Reference
slug: neurons-for-itsm/admin-user-help/enu/latest/problem-business-object-reference
createdAt: 2026-07-14T19:16:34.862Z
---
The following sections describe the default **Problem** business object.
- [Problem Business Object Field Descriptions](docId\:jya8EsE9CMgZN9Qp6FXly)
- [Problem Business Object Relationship Definitions](docId\:jya8EsE9CMgZN9Qp6FXly)
- [Problem Business Object Layouts](docId\:jya8EsE9CMgZN9Qp6FXly)
- [Problem Business Object Forms](docId\:jya8EsE9CMgZN9Qp6FXly)
- [Problem Business Object Quick Actions](docId\:jya8EsE9CMgZN9Qp6FXly)
- [Problem Business Object Business Rules](docId\:jya8EsE9CMgZN9Qp6FXly)
- [Problem Business Object Searches](docId\:jya8EsE9CMgZN9Qp6FXly)
### Problem Business Object Field Descriptions
| Field name | Type | Size | Comments |
| --------------------------------- | -------- | ------------------ | -------------------------------------------------- |
| Category | Text | 60 | Pick list for the category. |
| ClosedBy | Text | 100 | $CurrentUserName() |
| ClosedDateTime | DateTime | n/a | $CurrentDateTime() |
| CreatedBy | Text | 100 | $CurrentUserName() |
| CreatedDateTime | DateTime | n/a | $CurrentDateTime() |
| Description | Text | 4000 | Details of the problem. |
| ErrorMessage | Text | 1000 | Text of the error message. |
| FirstIncidentLinked | DateTime | n/a | |
| Impact | Text | 10 | Pick list for the impact. |
| IncidentToRootCause
Duration | Number | 12 digits | |
| IsInFinalState | Boolean | Y/N | |
| IsWorkAround | Boolean | Y/N | |
| KnownErrorDate | DateTime | n/a | Date when established. |
| KnownErrorDuration | Number | 10 digits | Computed |
| KPIAfterIdentification | Number | 12 digits | |
| KPIBeforeIdentification | Number | 12 digits | |
| KPITimeUntilRootCause | Number | 12 digits | |
| LastModBy | Text | 100 | $CurrentUserName() |
| LastModDateTime | DateTime | n/a | $CurrentDateTime() |
| OrganizationalUnit | Text | 60 | Impacted organization unit. |
| Owner | Text | 100 | Assigned owner. |
| OwnerEmailAddress | Text | 100 | Email address of the owner. |
| OwnerLink | Link | n/a | |
| OwnerTeam | Text | 100 | Assigned owner team. |
| OwnerType | Text | 30 | $DefaultUserType() |
| Priority | Text | 10 | Based on the impact, urgency, and severity. |
| ProblemDuration | Number | 10 digits | Known error date; the created date. |
| ProblemLifetime | Number | 10 digits | Closed date; the created date. |
| ProblemNumber | Number | 10 digits | Auto generated from a counter. |
| RecId | Text | 32 | Record ID. |
| Resolution | Text | 4000 | When the problem is resolved. |
| ResolutionAction | Text | 100 | Pick list for the resolution action. |
| ResolutionEscLink | Link | n/a | When auto resolved. |
| ResponseEscalationLink | Link | n/a | |
| RootCause | Text | 400 | When a request for change is submitted. |
| RootCauseDateTime
Created | DateTime | n/a | |
| Service | Text | 40 | Impacted service |
| Source Source | Text | 25 | |
| Status | Text | 40 | Pick list for the status. |
| Subject Summary | Text | 100 | Brief description of the problem. |
| TargetResolutionTime | DateTime | n/a | |
| TotalWaitingDuration | Number | 8 digit, 2 decimal | |
| TypeOfProblem | Text | 60 | Auto-filled. Values can be problem or known error. |
| Urgency | Text | 10 | Pick list for the urgency. |
| WaitingEscLink | Link | n/a | |
| Workaround | Text | 4000 | Describes a workaround. |
### Problem Business Object Relationship Definitions
| Relationship | Type | Cardinality |
| ----------------------------------- | ---------- | ------------ |
| ProblemAssociatesAnnouncement | associated | zero or many |
| ProblemContainsAttachment | contains | zero or one |
| AuditHistoryRelationship | contains | exactly one |
| BusinessServiceAssociatesProblem | associated | zero or many |
| ProblemAssociatesChange | associated | zero or many |
| CIAssociatesProblem | associated | zero or many |
| FAQAssociatedProblem | associated | zero or many |
| ProblemAssociatedEscalationWatch | associated | zero or one |
| ProblemAssociatedByWorkflowInstance | associated | zero or one |
| FRS\_KnowledgeAssociatedProblem | associated | zero or many |
| ProblemAssociatedMyItem | associated | zero or one |
| ProblemAssociatesIncident | associated | zero or one |
| ProblemAssocInventoryItem | associated | zero or many |
| ProblemContainsJournal | contains | zero or one |
| ProblemAssocKnowledge | associated | zero or many |
| ProblemAssocProblemWorkaround | associated | zero or many |
| ProblemAssociProfileEmployee | associated | zero or many |
| ProblemAssociatesReleaseProject | associated | zero or many |
| ServiceCatalogAssociatesProblem | associated | zero or many |
| ProblemAssocStandardUserTeam | associated | zero or one |
| ProblemContainsTask | associated | zero or one |
### Problem Business Object Layouts
| Layout | Context | Roles |
| -------------- | ---------------------------------- | ---------------------------------------------------------------------------------- |
| Problem Layout | Create, change, or view a problem. | - Service Desk Analyst
- Data provider (incident)
- Internal specialists |
### Problem Business Object Forms
| Name | Purpose |
| ------------------ | --------------------------------------------------------- |
| Problem | Main problem edit. |
| Problem.Brief | Brief preview below list (browse). |
| Problem.PopUp | Pop-up view. |
| ProblemRootCause | Shows the root cause of the problem. |
| Problem.Workaround | Shows a workaround for the problem. |
| Problem.Detail | Shows the details tab. |
| Problem.DataEntry | Shows the details tab plus the problem ID on the header . |
### Problem Business Object Quick Actions
| Name | Invocation | Description |
| -------------------------------- | ---------- | ------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Request for change | Manual | Creates a new change using problem data. |
| New Document Article | Manual | Creates a new knowledge article based on the contents of the current problem. |
| New Error Message Article | | |
| New Issue and Resolution Article | | |
| New Patch Article | | |
| New Q\&A Article | | |
| New Reference Article | | |
| Close Related Incidents | Manual | Closes all incidents related to the current problem. |
| Problem Status to Closed | Auto | Updates the status of the problem to closed. Invoked from the **Problem Close Process** demo workflow via the **Close Related Problems** quick action. |
| Resolve Incidents | Manual | Sets the incident status to resolved. Accomplished by invoking the **Resolve Incident Related to Problem** quick action against the related incidents. |
### Problem Business Object Business Rules
| Name | Description |
| -------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------- |
| CI Owner Notification for Problem Cause Identification | Sends notification to the related configuration item owner if the configuration item is identified as the root cause for the problem. |
| Major Problem Root Cause Identification | Sends notification to the Problem Review Board when the root cause of a major problem is identified. |
| New Problem Notification | Sends notification to the owner for a new problem. |
| New Priority 1 Problem Notification | Sends notification to the owner for a new problem. |
| First incident is Linked | Detects when the first incident is linked to the problem to populate the date and time to field Problem.FirstIncidentLinked. |
| Major Problem Resolution Notification for Problem Review Board | Major problem review. |
| New Link On Problem Review Board | New link on Problem Review Board. |
| New Service Linked Add To Problem Review Board | New service linked add to Problem Review Board. |
| Resolve all Related Incidents when Problem Closed | Closes any incident records linked to a parent problem record that has been closed. |
| Root Cause has been Found | Root cause has been found. |
| Start Investigation of Problem | Starts an investigation of the problem. |
| Workaround Notification for Incident Owner | Workaround has been created. |
### Problem Business Object Searches
| Name | Criteria |
| ------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Open problems | Find 'Problem' where: Problem# Status Not in List Canceled, Closed |
| Active problem with CIs | Find 'Problem' where: Problem# Status Equal To Active
AND
CI# RecID IsNotEmpty |
| Closed problem last 30 days | Find 'Problem' where: Problem# Status Equal To Closed
AND
Problem# ClosedDateTime EqualTo $(LastThirtyDays()) |
| Active problems | Find 'Problem' where: Problem# Status Equal To Active |
| Active problems with linked incidents | Find 'Problem' where: Problem# Status Equal To Active
AND
Incident# RecID IsNotEmpty |
| All problems | Find 'Problem' where: Problem# RecID Is Not Empty |
| Closed problems | Find 'Problem' where: Problem# Status Equal To Closed |
| High priority problems | Find 'Problem' where: Problem# Priority Equal To 1 |
| Known error without workarounds | Find 'Problem' where: Problem# Type of Problem Equal To Known Error
AND
Problem# Workaround IsEmpty
AND
Problem# Status NotInList Closed, Resolved |
| Known errors | Find 'Problem' where: Problem# Type of Problem Equal To Known Error |
| Logged problems | Find 'Problem' where: Problem# Status Equal To Logged |
| My active problems | Find 'Problem' where\:Problem# Status InList Active
AND
Problem# Owner Equal To $(CurrentLoginId()) |
| My problems | Find 'Problem' where: Problem# Owner Equal To $(CurrentLoginId()) |
| My team's problem | Find 'Problem' where: Problem# OwnerTeam Equal To $(CurrentUserTeam()) |
| Priority 1 active problems | Find 'Problem' where: Problem# Priority Equal To 1
AND
Problem# Status Equal To Active |
| Problem past target date | Find 'Problem' where: Problem# TargetResolutionDate Less Than $(CurrentDateTime())
AND
Problem# Status Not In List Closed, Resolved |
| Problem received today | Find 'Problem' where: Problem# CreatedDateTime Equal To $(CurrentDate()) |
| Problem with root cause found | Find 'Problem' where: Problem# Root Cause Created Greater Than $(StartOfThisYear()) |
| Problems with change | Find 'Change' where: Change# RecID Is Not Empty |
| Problems with CIs | Find 'CI' where: CI# RecID Is Not Empty |
| Problems with incident to root cause duration calculated | Find 'Problem' where: Problem# Incident To Root Cause Created Greater Than 0 |
| Problems with linked incidents after identification of issue | Find 'Problem' where: Problem# Status Equal To Identified
AND
Incident# RecID Is Not Empty |
| Problems with linked incidents before identification | Find 'Problem' where: Problem# Status Not In List Canceled, Closed, Identified, Investigation, Resolved, Waiting for 3rd Party, Waiting for Resource
AND
Incident# RecID Is Not Empty |
| Problems with pending tasks | Find 'Task' where Status In List Accepted, Waiting |
| Problems with workarounds | Find 'Problem' where: Problem# Workaround Is Not Empty |