Provide a better starting point for customers who adopt Agent Workspace so their agents can create and relate Incidents, Problems and Changes.
Note: It is not currently possible to manage a problem through its lifecycle in Agent Workspace, use platform to manage a problem through the lifecycle.
What’s new at a glance in Orlando:
- Faster access to problems via lists in Agent Workspace
- Additions to the problem and problem task forms in Agent Workspace
- Track Continual Improvement Management (CIM) as a fix for a problem (*3)
Plugins mentioned in this blog:
| Plugin Name | Plugin ID | |
| (*1) | Problem Management Best Practice - Madrid – State Model | com.snc.best_practice.problem.madrid.state_model |
| (*2) | Problem Management Best Practice - Madrid - Knowledge Integration | com.snc.best_practice.problem.madrid.knowledge |
| (*3) | Continual Improvement Management (CIM) | com.sn_cim |
Faster access to problems via lists in Agent Workspace
Added lists to directly access problems and create problems, based on the platform problem module.
Note: Known Errors will only be included when you have activated the Problem Management Best Practice - Madrid - Knowledge Integration (*2).
Additions to the problem and problem task forms in Agent Workspace
Related lists
- Affected CIs
- Change Requests
- Attached Knowledge
Agent Assist
- Search for related records and possible solutions for this problem including Knowledge articles, Incidents, Problems and Changes. Attach Knowledge articles and Known Error articles to this problem.
- Search for possible solutions to this problem task. Attach Knowledge articles and Known Error articles to this problem task.
Note: Known Errors will only be included when you have activated the Problem Management Best Practice - Madrid - Knowledge Integration (*2).
Menus
Create types of Change and Problem Task:
- Create Change Request:
-
- General
- Standard
- Emergency
- Create Problem Task:
-
- General
- Root Cause Analysis
Note: Types of Problem Task and a guided Problem lifecycle were introduced starting from Madrid in the Problem Management Best Practice - Madrid – State Model (*1). If you do not have the problem state model activated, you will not see types of Problem Task. For more information, refer to Upgrade path for existing customers to find out how to activate the plugin.
Track Continual Improvement Management (CIM) as a fix for a problem
Problem management will notify the assigned to problem user when all problem related fixes are completed or canceled, that is their cue to come back to the problem to decide if any more work is needed.
If you are licensed for Continual Improvement Management (CIM) and have activated the plugin (*3), then from Orlando, Improvement Initiatives (CIM) can be tracked as a fix for a problem.
Fixes can now include: Changes, Defects, Enhancements or Improvement Initiatives.
Note: Refer to the ITSM Guided Setup > Problem Management > Related Lists in your system for information on activating the optional related list for CIM.
Next steps
You can read more about the Orlando problem management release in the documentation and related release notes.
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