Improve the problem life cycle.
Last time we looked at what was new in Rome.
What’s new at a glance in San Diego:
- Record when a problem moves to Fix in Progress
- Include known error articles when using AI search assist in the Service Portal
- Can relate closed incidents to a problem (classic/UI16)
- Can stop closed problem tasks for a closed problem from being re-assessed
- Copy workaround and attachments when creating a problem from an incident
- Copy attachments when creating a problem from an interaction
Record when a problem moves to Fix in Progress
You’ll be able to calculate how long was spent in the Root Cause Analysis (RCA) state on a problem.
Two new fields have been introduced to the problem table:
- Fix by is the user that moved the problem to Fix in Progress
- Fix is the date/time when that happened
Use the Fix and Confirmed date/time fields to calculate the RCA duration (Fix – Confirmed).
Include known error articles when using AI search assist in the Service Portal
AI search and AI search assist will include known error articles (*) when searching in the Service portal, as they were previously with Zing or Contextual search in the Service portal.
(*) Known error articles can be created from a problem, and when published help to deflect incidents. Requires the Problem Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge) to be activated as that is what provides the Known Error knowledge base.
Can relate closed incidents to a problem (classic/UI16)
On the problem record, problem coordinators (or higher) can relate any incidents including closed incidents to show the true scope of the problem.
There is a new Problem Property to control this: Who can relate closed incidents to a Problem?
Can stop closed problem tasks for a closed problem from being re-assessed
Prevent problem tasks from being re-assessed when they are related to a closed problem.
There is a new Problem Property to control this: Can Re-assess a Problem Task on a Closed Problem?
Copy workaround and attachments when creating a problem from an incident
Copy over the workaround and attachments when a problem is created from an incident.
There is a new Problem Property to control this: Copy attachments from the incident
Copy attachments when creating a problem from an interaction
Copy over the attachments when a problem is created from an interaction.
There is a new Problem Property to control this: Copy attachments from the interaction
Next steps
You can read more about the San Diego problem management release in the documentation and related release notes (platform and workspace).
To share your ServiceNow product ideas, please visit the idea portal.
