Another Corrective Action question

[markantony]

Is best practice for ServiceNow to create your permanent corrective actions as a work task under the problem investigation or under a Known Error record?

[Michael Fry1]

I wouldn't consider corrective actions as Known Errors, and probably would just define them on a Problem Task and implement them on a Change.

[kenappell]

I would characterize Known Errors as root causes that have not yet been fixed.   Once they are addressed with a change, then the Known Error should be closed out.   A problem task should be defined to track each cause, as Michael indicated.

[rob_blakey]

Hi Mark,

I would suggest for now, the best way to tackle the corrective action scenario within ServiceNow by using Problem Tasks as you suggested.

You could also create your own table under the problem table and make this a Corrective Action if you really wanted too, but I would suggest using the tasks that way you can organise to setup notifications around the tasks assigned to the problem itself.

If you have any questions about this please let me know as I setup something similar just recently.

[gdpreston]

I advocate creating three separate tasks for Problem Mgmt. The first two are root-cause and workaround. They are created as soon as the record is accepted by an assignment group. The 3rd and last is a Permanent Resolution task which is generated as soon as the root-cause task has been peer-reviewed and approved by another role in the same assignment group. Each of the three tasks is peer-reviewed by another resource in the same assignment group. This prevents issues with mistakes when doing procedures or code to implement a permanent resolution or for a workaround. Doing these three tasks ensures one can measure the discrete start and end of each phase of the problem management process. You can tie notifications, SLAs, and OLAs to each task (phase).