CIS-ITSM Problem Management Practice Question
An administrator wants to customize the mandatory fields required when closing a Problem record. Where should this requirement be configured to maintain best-practice upgradeability?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Problem Administration > Properties
ServiceNow provides Problem Properties to define close-out requirements (e.g., require workaround or root cause before close) without altering baseline business rules directly.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
System UI > UI Actions > Close Problem
Why it's wrong here
Modifying UI actions directly can lead to skipped changes during upgrades.
- ✗
Global Client Script on the Task table
Why it's wrong here
A global client script runs everywhere and is an anti-pattern for state-specific validation.
- ✗
Dictionary Overrides on the State field
Why it's wrong here
Dictionary overrides do not control state-transition validation logic.
- ✓
Problem Administration > Properties
Why this is correct
Problem properties control behaviors such as mandatory fields upon closing a problem.
About these practice questions
One of 501 original CIS-ITSM practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-ITSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-ITSM exam.