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Get to the bottom of things with this free problem management template

Problem management is the process of identifying and managing the causes of incidents on an IT service. It is a core component of ITSM frameworks. Using a template can ensure consistency in process and make sure your teams are capturing the right information about a problem every time.

Below are the custom fields available for a problem ticket in Jira Service Management, along with a short description of how they’re used. Feel free to copy and adapt this template for your own problem management. Or if you want this ready to go in one solution, give Jira Service Management a try for free.

Field

Description

Reporter

Description

The person who submitted the request.

Assignee

Description

The team member assigned to work on the request.

Priority

Description

The importance of the request's resolution, usually in regards to your business needs and goals. Sometimes, priority is calculated by impact and urgency.

Impact

Description

The scope of the problem, usually in regards to service level agreements.

Urgency

Description

The time available before the business feels the problem's impact.

Source

Description

The asset or system where the problem originated.

Investigation reason

Description

The trigger for prompting an investigation. For example, reoccurring incidents, non-routine incidents, or other.

Root cause

Description

The original cause of the incidents related to the problem.

Summary

Description

The detailed description of a temporary, known solution to restore a service. If you have Confluence, we recommend you document your workaround in your knowledge base.

Component(s)

Description

Segments of IT infrastructure that relate to the request. For example, Billing services or VPN server. These are used for labeling, categorization, and reporting.

Attachment

Description

Files or images added to the request.

Summary

Description

A short description of the request.

Description

Description

A long, detailed description of the request.

Linked Issues

Description

A list of other requests that affect or are effected by the request. If your business uses other Atlassian products, this list may include linked development issues.

Labels

Description

A list of additional custom labels used for categorizing or querying records.

Request participants

Description

A list of extra customers who take part in the request, for example, people from other teams, or vendors. Learn more about adding request participants.

Approvers

Description

A list of people responsible for approving the request, usually business, financial or technical contacts.

Organizations

Description

A list of customer groups interested in the request's resolution. Learn more about organizations in Jira Service Management.

Pending reason

Description

A short description or code that indicates why the problem is not progressing.

Product categorization

Description

A category of IT asset or system that the request effects.

Operational categorization

Description

A category of action or function required to fulfill the request.

Go deeper: Resources, plans, and tutorials

Templates and samples are helpful, but they’re only a small part of the bigger picture when it comes to problem management. The best service management teams build and refine a plan, combining the right tools with the right practices. Here are some more resources to help you build a problem management process: