Improve the problem life cycle and provide a better experience for customers who are using the Common Service Data Model (CSDM).
Last time we looked at what was new in Paris.
What’s new at a glance in Quebec:
- Automatically move new Problems and new Problem Tasks to Assess
- Allow Re-Analyze from Fix in Progress
- Automatically populate the assignment group from the CI/Service Offering
- Relate records to a Problem in Agent Workspace
Automatically move new Problems and new Problem Tasks to Assess
Requires plugin: Problem Management Best Practice - Madrid – State Model (com.snc.best_practice.problem.madrid.state_model).
When a new problem or new problem task is assigned to a problem user, the record will automatically move to the Assess state, which saves the problem team from needing to click the Assess action.
Example for a new problem:
- Fill out the problem statement.
- Assign the problem to a problem user.
- Save the problem, and the State will move to Assess.
Note: This also works if you open an existing problem that is in the new state and then you assign it to problem user and save/update the record.
Allow Re-Analyze from Fix in Progress
Requires plugin: Problem Management Best Practice - Madrid – State Model (com.snc.best_practice.problem.madrid.state_model).
During the problem fix phase, you might realize that the fix is not going to work.
The problem coordinator will now be able to use Re-Analyze from the Fix in Progress state to return to Root Cause Analysis.
Automatically populate the assignment group from the CI/Service Offering
Requires plugin: ITSM CSDM Best Practice – Quebec (com.snc.best_practice.itsm_csdm.quebec).
| Warning: This plugin is not recommended for upgrade customers who may have modified assignment rules or business rules related to the assignment group. |
If your company has defined which group supports CIs and Service Offerings, they can be used to automatically assign the problem to the correct team. By default, the support group field is used when you select the CI or Service Offering and there is not already an assignment group defined.
System properties that your administrator creates to change the default behavior:
-
CI: com.snc.problem.ci_assignment_group.field_name
-
Service Offering: com.snc.problem.service_offering_assignment_group.field_name
Relate records to a Problem in Agent Workspace
An agent that uses Agent Workspace can now relate Incidents, Affected CIs, Service Offerings, Change Requests or Outages to the Problem from within the related lists.
Next steps
You can read more about the Quebec problem management release in the documentation and related release notes (platform and workspace).
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