ServiceNow Certified Implementation Specialist – IT Service Management — Question 85

When you create a problem from an incident, impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.
What module would you use to make this adjustment?

Answer options

• A. System Policy > Rules > Priority Lookup Rules
• B. Problem > Administration > Problem Properties
• C. ITSM > Administration > Properties
• D. Incident > Administration > Incident Properties

Correct answer: B

Explanation

The correct answer is B because the Problem Properties module allows customization of how impact and urgency are handled for problems, thus preventing automatic population from incidents. The other options relate to different aspects of the system that do not directly control the settings for problem management.