Problem Roles and Actions in each OOB state

[KennedyO]

Hello,

I am looking for clear definitions of roles within the problem lifecycle that come from the OOB problem module. Also, is there a more detailed description of what actions should be taken in each state of a problem in order to move it to the next? The flow chart below is helpful but too high-level so I am looking for a more granular view of each state. Thank you!

[Dr Atul G- LNG · Accepted solution]

Hi @KennedyO 

Role title [name]	Description	Contains roles
Problem Task Analyst [problem_task_analyst]	Works on a problem task and manages it through its life cycle.	None
Problem Co-ordinator [problem_ coordinator]	Works on a problem or problem task and manages it through its life cycle.	problem_task_analyst and itil
Problem Manager [problem_ manager]	Responsible for the overall problem management process and can configure problem management settings as well as act as a problem coordinator.	problem_ coordinator
Problem Admin [problem_admin]	Responsible for the overall problem management process as well as delete problems and problem tasks.	problem_ manager

You can refer to the Problem Management Process Workshop in Learning.servicenow.com/nowcreate

Here go to assets and search for Problem Management Process Workshop

https://youtu.be/utS7VNFTTwU

https://www.servicenow.com/docs/bundle/utah-it-service-management/page/product/problem-management/co...

[KennedyO]

Thank you! I appreciate the thorough response!