Problem Record Template
The working record that tracks a single problem’s investigation from suspected root cause through to closure.
I. Overview
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flowchart LR
A["Multiple closed incidents\nwith the same unresolved cause"] -- "Need one record to track the cause to elimination" --> B["Formal Problem\nRecord"]
style A fill:#f9f9f9,stroke:#333,stroke-width:3px
style B fill:#e1f5fe,stroke:#01579b,stroke-width:3px
Definition: A Problem Record is the individual working document that tracks one problem’s investigation, from initial suspicion of a common root cause through diagnosis, workaround, and permanent resolution.
Features:
( Ownership ) Opened and maintained by the problem manager, with technical input from the engineering or security teams best placed to diagnose the fault.
( Lifecycle ) Stays open until the underlying cause is eliminated, unlike an incident ticket that closes once service is restored.
( Single Source ) Gives the organization a single place to track that longer-running investigation effort.
( Investigation Trail ) Records the path from initial suspicion of a common root cause through diagnosis, workaround, and permanent resolution.
II. Structure & Process
flowchart TD
A["Problem identified from incident pattern or major incident"] --> B["Problem Record opened and categorized"]
B --> C["Root cause analysis performed"]
C --> D["Workaround documented as Known Error"]
D --> E["Permanent fix implemented"]
E --> F["Resolution verified against linked incidents"]
F --> G["Problem Record closed"]
| Field | Description |
|---|---|
| Problem ID | Unique identifier for the record. |
| Description | Symptom pattern and scope of the suspected common cause. |
| Priority | Impact and urgency ranking used to sequence investigation. |
| Root Cause | Diagnosed cause once root-cause analysis is complete. |
| Workaround | Interim mitigation, if any, pending permanent fix. |
| Known Error Status | Whether the problem has been published as a known error. |
| Linked Incidents | Incident records that triggered or are associated with this problem. |
| Resolution/Closure Details | Permanent fix applied and verification evidence. |
The record stays open through diagnosis and remediation, referencing every linked incident as evidence of ongoing impact, and closes only when the permanent fix is verified to prevent recurrence.
III. Best Practices & Comparison
| Document | Primary Purpose | Trigger | Owner |
|---|---|---|---|
| Problem Record Template | Track one problem’s investigation from open to closed | Recurring or significant incident pattern | Problem manager |
| Known Error (KE) Record Template | Publish the interim workaround for a diagnosed root cause | Root cause confirmed, fix pending | Problem manager |
| Major Incident Report Template | Document how a single major incident was detected and restored | Major incident declared | Incident commander |
- Open a problem record as soon as a pattern of recurring incidents is detected, rather than waiting for a major incident.
- Link every related incident to the problem record so its cumulative impact is visible when prioritizing fixes.
- Keep root cause and workaround fields updated in real time so the known error record can be published without delay.
- Do not close the record until the permanent fix is verified against a recurrence, not merely deployed.
- Distinguish problem closure from incident closure explicitly: an incident can close while its root-cause problem remains open.
Related: Known Error (KE) Record Template, Problem Management Process, Major Problem Report Template.
Last updated 18 Aug 2026, 00:00 UTC.