As Yokohama includes Service Operations Workspace (SOW) 6.x, problem management models are enabled by default for new customers.
Last time we looked at what was new in Xanadu.
What’s new at a glance in Yokohama:
- With Yokohama:
- Problem Management Models are enabled by default for new customers
- With Problem Management for SOW 7.0:
- Adding Incidents or Affected Cis is now asynchronous
- Problem Overview sections can expand when you transition to a new state
- With Problem Management for SOW 7.1:
- Create known error for high impact problem
With Yokohama
Problem Management Models are enabled by default for new customers
Problem Management Models (also known as Problem Models) are preparing for future scenarios, for example: IT vs non-IT problems. Problem models were introduced with Xanadu.
SOW 6.x supports problem models, and as Yokohama includes SOW 6.x, problem models are now enabled by default for new customers.
Note: There is no need for upgrade customers to opt-in to using problem models at this time, it would be better to wait for future scenarios to be added.
Optionally, if using problem models, you can create your own models:
- Create problem task models to match your problem task types.
- At this time, there is only one model for problem, you can create your own problem model and set it as the default, and it will be used for every new problem you create. There is currently no way to select a specific model or switch between problem models.
With Problem Management for SOW 7.0
Adding Incidents or Affected Cis is now asynchronous
Agents can now add large amounts of incidents or affected CIs to a problem asynchronously so they can continue with problem analysis without having to wait for those records to be attached to the problem first.
Problem Overview sections can expand when you transition to a new state
Sections that are configured to be expanded will automatically expand when you transition to a new state without having to reload the page.
With Problem Management for SOW 7.1
Create known error for high impact problem
Creating a known error (KE) article can help to deflect additional incidents as the KE includes the cause notes and workaround from the problem.
A recommendation to create known error article will be shown for a high-impact problem, where that problem that has a workaround and is not associated with a primary known error article.
Next steps
You can read more about:
- SOW 7.x in the documentation and related release notes.
- Problem models in the documentation.
To share your ServiceNow product ideas, please visit the idea portal.
