OOTB checkbox "Proactive" in Problem Management

[ryev_a_]

There is a requirement from client where we need to enable an Out of the box checkbox "Proactive" in Problem Management, this is to identify proactively logged problem tickets.

I have not reviewed ITSM for a long time and not sure if that is a new feature since the client mentioned it is OOTB.

I am trying to find documentation how to enable it but still unable to so far.

Before I propose configuring additional field, I want to make sure there isn't OOTB feature for this.

Has anyone of you configured the same or have the same requirement? What is the best practice or best solution?

[AshishKM]

Hi @ryev_a_ ,

I checked the problem and task table both but there is not any such column exists in my Zurich version instance.

If it's not in your instance, you can try to create a custom one (if required) with applied business logic.

-Thanks,

AshishKM

[ryev_a_]

Yes, tried looking for that field and any plugin as well. no luck. Someone mentioned gen AI related feature and now I am trying to check it. Thank you

[Bhuvan]

@ryev_a_ 

You might be referring to Log Analytics and Gen AI features that can proactively identify and log a problem. Refer below link for more information

https://www.servicenow.com/community/itom-blog/turning-proactive-problem-solving-into-reality-with-g...

https://www.servicenow.com/docs/bundle/zurich-it-operations-management/page/product/health-log-analy...

https://www.servicenow.com/docs/bundle/zurich-it-operations-management/page/product/health-log-analy...

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[ryev_a_]

Thank you I'll try reading this and get back here