Create a problem task model in Service Operations Workspace
Create custom Problem Management models with states and transitions tailored to your use cases.
Before you begin
See considerations for enabling Problem Management models at Problem Management models in Service Operations Workspace.
Enable the system property com.snc.problem_management.models.enabled. For more information, see Enable Problem Management models in Service Operations Workspace.
Role required: admin
Procedure
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Open the Problem Task Models table in one of the following ways.
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In the navigation filter, enter
prb_task_model.list. -
Navigate to All > Problem > Administration > Problem Task Models.
Note: For more information about enabling menu items for Problem Management models, see Enable or disable an application menu or module.
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Create a task model.
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Select New.
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On the Problem Task Model form, fill in the fields.
For more information, see Problem task model form.
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Choose the states for your custom model by selecting Save from the form context menu icon ([Omitted image "form-context-menu.png"] Alt text: Form context menu icon.).
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From the Model States context menu that appears, select New.
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On the Model State form, fill in the fields.
Field Description State State that you want to include in your model. Initial state Option to enable this state as the initial state for your model. This field is automatically selected when you add the first state to your model. -
Select Submit for each state you choose.
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Apply a transition to each model state by selecting the display/hide hierarchical lists icon ([Omitted image "display-hide-hierarchial-lists.png"] Alt text: Display/hide hierarchical lists icon.).
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From the Model State Transitions context menu, select New.
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On the Model State Transitions form, fill in the fields.
Field Description From State that the problem task record is moving from. To State that the problem task record is moving to. Automatic transition Option for enabling automatic transition to the problem task record when the defined conditions are met. Selecting this option also prevents you from manually selecting the State field on the problem task record. -
Select Submit for each model state transition that you add.
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Apply transition conditions by selecting any of your model state transitions.
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From the Transition Conditions context menu, select New.
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On the Model State Transition Condition form, fill in the fields.
For more information, see Problem Management model state transition condition form.
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Select Submit for each transition condition that you add.
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Create an interceptor for your model by entering
sn_sow_interceptor_record_type_selector.listin the navigation filter.-
From the Applies to column, search for
=problem_task. -
Select New.
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On the Record Type Selector form, fill in the fields.
Field Description Applies to Set to Problem Task [problem-task] for creating problem task models. Order Order in which the associated model is displayed. Title Name of the model displayed on the button when creating problem tasks. Description Description of the model displayed on the button when creating problem task. Active Option to make the record type selector active. -
From the drop-down Values list, select Model.
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Select the search icon ([Omitted image "search_icon.png"] Alt text: search icon) and select your custom problem task model from the list.
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From the Condition list, select Show Related Fields at the bottom of the list.
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From the Condition list of related fields, select Problem → Problem fields.
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From the Condition list of Problem → Problem fields fields, select Model.
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From the Condition list of operators, select is not empty.
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Select Submit.
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Result
Your custom problem task model is available as a choice in Service Operations Workspace for the roles specified in your model.
---
title: Create a problem task model in Service Operations Workspace
description: Create custom Problem Management models with states and transitions tailored to your use cases.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/create-problem-task-model-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Configuring Problem Management in Service Operations Workspace, Getting started with Service Operations Workspace for ITSM, Configuring Service Operations Workspace for ITSM, Service Operations Workspace for ITSM, IT Service Management]
---
# Create a problem task model in Service Operations Workspace
Create custom Problem Management models with states and transitions tailored to your use cases.
## Before you begin
See considerations for enabling Problem Management models at [Problem Management models in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/problem-mgmt-models-sow.md).
Enable the system property **com.snc.problem\_management.models.enabled**. For more information, see [Enable Problem Management models in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/enable-problem-mgmt-models-sow.md).
Role required: admin
## Procedure
1. Open the Problem Task Models table in one of the following ways.
- In the navigation filter, enter `prb_task_model.list`.
- Navigate to **All** > **Problem** > **Administration** > **Problem Task Models**.
**Note:** For more information about enabling menu items for Problem Management models, see [Enable or disable an application menu or module](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-user-interface/t_EnDisableAppMenuOrMod.md).
2. Create a task model.
1. Select **New**.
2. On the Problem Task Model form, fill in the fields.
For more information, see [Problem task model form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/problem-management/problem-task-model-form.md).
3. Choose the states for your custom model by selecting **Save** from the form context menu icon \(\[Omitted image "form-context-menu.png"\] Alt text: Form context menu icon.\).
1. From the Model States context menu that appears, select **New**.
2. On the Model State form, fill in the fields.
|Field|Description|
|-----|-----------|
|State|State that you want to include in your model.|
|Initial state|Option to enable this state as the initial state for your model. This field is automatically selected when you add the first state to your model.|
3. Select **Submit** for each state you choose.
4. Apply a transition to each model state by selecting the display/hide hierarchical lists icon \(\[Omitted image "display-hide-hierarchial-lists.png"\] Alt text: Display/hide hierarchical lists icon.\).
1. From the Model State Transitions context menu, select **New**.
2. On the Model State Transitions form, fill in the fields.
|Field|Description|
|-----|-----------|
|From|State that the problem task record is moving from.|
|To|State that the problem task record is moving to.|
|Automatic transition|Option for enabling automatic transition to the problem task record when the defined conditions are met. Selecting this option also prevents you from manually selecting the **State** field on the problem task record.|
3. Select **Submit** for each model state transition that you add.
5. Apply transition conditions by selecting any of your model state transitions.
1. From the Transition Conditions context menu, select **New**.
2. On the Model State Transition Condition form, fill in the fields.
For more information, see [Problem Management model state transition condition form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/problem-management/problem-model-state-transition-condition.md).
3. Select **Submit** for each transition condition that you add.
6. Create an interceptor for your model by entering `sn_sow_interceptor_record_type_selector.list` in the navigation filter.
1. From the Applies to column, search for `=problem_task`.
2. Select **New**.
3. On the Record Type Selector form, fill in the fields.
|Field|Description|
|-----|-----------|
|Applies to|Set to **Problem Task \[problem-task\]** for creating problem task models.|
|Order|Order in which the associated model is displayed.|
|Title|Name of the model displayed on the button when creating problem tasks.|
|Description|Description of the model displayed on the button when creating problem task.|
|Active|Option to make the record type selector active.|
4. From the drop-down **Values** list, select **Model**.
5. Select the search icon \(\[Omitted image "search\_icon.png"\] Alt text: search icon\) and select your custom problem task model from the list.
6. From the Condition list, select **Show Related Fields** at the bottom of the list.
7. From the Condition list of related fields, select **Problem → Problem fields**.
8. From the Condition list of **Problem → Problem fields** fields, select **Model**.
9. From the Condition list of operators, select **is not empty**.
10. Select **Submit**.
## Result
Your custom problem task model is available as a choice in Service Operations Workspace for the roles specified in your model.
| title | Create a problem task model in Service Operations Workspace |
| description | Create custom Problem Management models with states and transitions tailored to your use cases. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/create-problem-task-model-sow.html |
| release | australia |
| product | Service Operations Workspace |
| classification | service-operations-workspace |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | Configuring Problem Management in Service Operations WorkspaceGetting started with Service Operations Workspace for ITSMConfiguring Service Operations Workspace for ITSMService Operations Workspace for ITSMIT Service Management |