How to perform quality assurance on Problem records and Problem task records

[JohnEJasinski]

If you had a requirement to perform quality assurance on Problem (PRB) records and Problem task (PTASK) records, how could ServiceNow automation help assist with performing such a requirement?   (on closed records) 

Fame and fortune to good suggestions.   

[Uncle Rob]

I have a pretty easy idea but the vague part is what hte selection criteria is.
Do ALL problems get quality assurance?  If not, which ones?
Is it random?
Is it manually triggered?

[Uncle Rob]

Here's the rundown:
- Create a Catalog Item for "Quality Assurance on Problem".   Don't worry about putting it in a catalog or making it visible because its going to be fired by flow.
- For variables put in a reference to Problem and/or a reference to Problem Task.
- Make a flow that triggers based on your answers to my questions above.
- Have the flow launch the catalog item.  
- Build a seperate flow for the catalog item that articulates what you want to do.  It should contain at least one sc_task that is loaded with the relevant info (like the Problem/ProblemTask you want audited).

It gets you what you want quickly, with zero tech debt from a custom table.

[Dr Atul G- LNG]

Hi @JohnEJasinski 

When you mention Quality Assurance, are you referring to something similar to AQI (Article Quality Index) used in Knowledge Management?
If so, then currently, there isn’t a direct equivalent for Problem Management.

However, what you can do is create a task before closing the Problem record, and use that as a review step. This task can include a generic checklist or validation steps to ensure a proper quality check is performed before closure.

[JohnEJasinski]

Might anything in PI be used to read PRBs or PTASK content for performing quality assurance?

NOW Assist?

NLP?

PI?

Or might something be on roadmap?  

Hope to get additional suggestions.  Anybody?

PS -

Dr A - nice suggestion - will consider

Rob - appreciate your suggestions - always TOP NOTCH!   Not just some guy - THE GUY!   the DUKE.