0
7.0.0
Yokohama Patch 1, Yokohama, Xanadu Patch 3, Xanadu, Washington DC Patch 9, Washington DC Patch 2, Washington DC, Vancouver Patch 6, Vancouver Patch 4, Vancouver Patch 3, Vancouver
Helps to identify the cause of a service interruption reported by significant or recurring incidents as part of Service Operations Workspace. Problem Management aims to eliminate recurring incidents and minimize the impact of incidents that cannot be prevented.
Create problems and problem tasks that help to identify the cause of a service interruption reported by significant or recurring incidents.
- Dynamic overview page shows only the relevant data for each problem state
- Problem coordinators can:
- Manage problems and problem tasks through their life cycle
- Share workarounds or fixes with related incidents
- Create known error articles to help deflect incidents
- Problem task analysts can manage problem tasks through their life cycle
Notes:
- If you are not using the base problem life cycle, you will continue to use the classic experience to manage problems or problem tasks through their life cycle.
- The base problem life cycle is included with the Problem Management Best Practice - Madrid - State Model (com.snc.best_practice.problem.madrid.state_model) plugin. Use the Problem Management Migration Utility store application to enable this plugin and migrate your records to the base problem life cycle.
- Known error articles are enabled by the Problem Management Best Practice - Madrid - Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge) plugin.
Changed
- Agents can now add large amounts of incidents or affected CI’s to a problem asynchronously so they can continue with problem analysis without having to wait for those records to be attached to the problem first
- Sections that are configured to be expanded will automatically expand when you transition to a new state without having to reload the page
Required applications:
- Problem Management