ServiceNow CIS-ITSM free question 4 / 10 · Domain 2: Problem Management
An incident agent selects Create Problem from the context menu of an incident about a recurring outage. Which two statements describe what happens in the base system? (Choose two.)
- The copied fields are set in a base-system script, and no property changes the list
- The new problem is saved and is referenced in the Related Records section of the incident
- Fields listed in com.snc.problem.create_from_incident.attributes are copied to the problem
- Create Problem is shown to users who hold the problem_admin role and to nobody else
Show the answer and explanation
Answer: B, C
Why this is correct
The property "List of attributes (comma-separated) that will be copied from the incident to create a new problem" (com.snc.problem.create_from_incident.attributes) specifies the incident fields whose values are copied to the problem form. The form for the new record appears and is already saved, and the reference to it appears in the Related Records section of the incident form.
Why the other options are wrong
"Create Problem is shown to users who hold the problem_admin role and to nobody else" … Creating a problem, change, or request from an incident requires the itil, itil_admin, or admin role, so service desk agents with itil can use it.
"The copied fields are set in a base-system script, and no property changes the list" … The copied fields are set by the property com.snc.problem.create_from_incident.attributes, available starting with the Madrid release, so each organization can choose them.
Key point
Create a problem from an incident when the cause of the incident is an error or a widespread issue. On the problem side, the association with the incident is automatic when the problem is generated from an incident, so the incident shows in the Incidents related list of the problem.
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