You use the Problems application to create and modify problem records. A problem record captures an unknown, underlying cause of one or more incidents. You resolve a problem when you identify its root cause so that similar incidents are prevented or have less of an impact on business.
A problem record is a type of ticket. The Problems, Incidents, and Service Requests applications are closely related and share many features. You can define relationships between tickets, link them for information purposes, and view details for them in the appropriate applications.