Problem

• If workaround is populated and incident is associated with the problem record, There’s a ‘Communicate Workaround’ in related links.

Knowledge

Articles

Unknown Error Articles

• plugin : com.snc.best_practice.problem.madrid.knowledge

Access

• User Criteria and User Roles

State

New

• Mandatory field : Problem statement
• When you insert problem statement, Related Search is auto-populated.
• Button : Assess

Assess

• Mandatory field : Assign to

→ Mandatory field dialog pop-up.

• Button

  • Confirm

    → Root Cause Analysis

  • Mark Duplicate

    

  • Cancel

    

Root Cause Analysis

• Button

  • Fix

    

  • Mark Duplicate

  • Cancel

  • Accept Risk

    

    state can be changed on problem property.

Fix in Progress

• Button
  • Resolve
  • Re-Analyze : Go back to Root Cause Analysis.
  • Accept Risk

Resolved

• Button
  • Complete
  • Re-Analyze

Closed

Problem Task

• moving a problem task from one state to another : ProblemTaskStateUtils
• Type
  • Root Cause Analysis
  • General

Roles

• Admin and problem_admin have all of roles except for updating related incidents count

Problem_Task_Analyst

• Can Create problem task
• Can Read
• Can Update problem task
• Can Close problem task
• Cannot Delete problem task!!!

Problem_Coordinator

• Have all of roles what problem_admin have, but Cannot Delete & Manage problem properties!!

ITIL

• Have all of roles what itil_admin have, but Cannot Delete!!

ITIL_Admin

• Can Create
• Can Read
• Can Update
• Can Delete
• Add related Incidents
• Cannot Close
• Cannot Communicate workaround, fix
• Cannot Create known error articles
• Cannot Manage problem properties

Virtual Agent

How to use virtual agent

1. Go to Service Portal Configuration
2. Go to Designer
3. Search “index”
4. Go to home page index
5. Search “virtual agent”
6. Use virtuall agent service portal widget

Available Topic Blocks

• Search Catalog Item
• Request Catalog
• Create Incident

Problem Properties

[ ] Accept Risk moves the Problem to Closed state instead of Resolved state

[ ] Can create a Problem Task on a Closed Problem?

[ ] Cancel open Problem Tasks when closing a Problem

[ ] Can Re-Assess a Problem Task on a Closed Problem?

[ ] Copy attachments from the incident

[ ] Allow problem creation from interaction

[ ] Create saved problem (interaction)

• Who can Re-analyze a Canceled Problem? ( & admin)

• Who can Re-analyze a Risk Accepted (Closed state) Problem?
• Who can Re-analyze a Completed Problem?
• Who can relate closed Incidents to a Problem?
• Who can Re-assess a Completed or Canceled Problem Task?