Provide a better experience for customers who are using problem and the Common Services Data Modal (CSDM).
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.
Last time we looked at what was new in Orlando.
What’s new at a glance in Paris:
- Service Offering on the problem form
- Optional support for filtering Configuration Items (CIs) by Principle class
- Identify outages by number
Service Offerings available on the Problem form
If your company has defined Service Offerings for a Service, you can now select a service in the problem form and choose from one of the available service offerings.
The Service offering field has been added to the problem form for:
- New customers
- Upgrade customers (who are using the base version of the problem form)
Optional support for filtering Configuration Items (CIs) by Principle class
If your company has defined Principle Classes for your Configuration Items (CIs), your administrator can now optionally enable principle class filtering for problem management.
Principle class filtering is not enabled by default for problem management.
When principle class filtering is enabled, the list of CIs and Affected CIs will be filtered to those CIs that are associated with a principle class.
How to enable the principle class filter for problem management:
- As an administrator
- Create/Edit system property: com.snc.task.principal_class_filter
- Example to enable principle CI class filtering for Incident, Problem and Change:
incident,incident_task,problem,problem_task,change_request,change_task
Identify outages by number
The Number field has been added to Outage so you can easily identify different outage records.
Next steps
You can read more about the Paris problem management release in the documentation and related release notes (platform and workspace).
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