Problem Best Practices module - Managing "Risk Accepted" Problem Records

[Steph15]

We currently have the Problem Best Practices module enabled in our environment here at Duke Health Technology Solutions (DHTS). This module manages Problem Records through Workflows, New> Asses> Root Cause Analysis> Fix in Progress> Resolved> and Closed.

With the [State of Resolved], Problem Records can have a [Resolution Code] of "Risk Accepted". This state leaves the Problem Record "Active" (the record will remain visible in the Problem Owners "Assigned Work") when the Problem Owner "thinks" they've "Resolved" the Record. Yes, of course we have this documented; however, questions arise "why is my Resolved Problem Record in my work queue?". 

We know Risk Accepted Problem Records have an "Re-Analyze" button, which moves the Record back to Root Cause Analysis. This is a great feature when awaiting a Vendor resolution, Change implementation or even if the business is waiting an approval for funds, etc. to resolve an issue. We also have a [Review Date] field that notifies our Problem Owners, 10-days prior to the date listed, their Record is nearing review. Currently, the [Review Date] doesn't recognize "Risk Accepted" Problem Records. 

Whew. Okay, thanks for reading and my question is:

How is your Company notifying "Risk Accepted" Problem Owners to review/re-analyze or CLOSE these types of records?

We've discussed after 365-days - submit a notification - and we would prefer his be automated!

Thanks for your time!

Stephanie

IT Service Management, DHTS

[Mark Manders]

Create a flow. Trigger it on 'Risk accepted' and add a wait of 365 days condition. Then check again on the state (could be resolved in the mean time) and if still in 'Risk Accepted', create a notification to the PM.

And I would change the 'workload' to not inculde the 'risk accepted' problems.

If my answer helped you in any way, please then mark it as helpful. If it resolved the issue, please mark it as correct.

Mark

[RokhiniR]

@Mark Manders Apologies to raise this question on such an old post. But I wanted to check on this scenario with you. Just like you said lets say we have this trigger automated but when we re-check, if the risk is no longer in place, what are we suggesting to those problem records? Do we re-open them when we say review? Am just trying to understand on the workflow. Problem record marked as risk accepted -> Trigger in place to review within 365 days -> Notification sent to PM to review -> What happens to the state of those problem records? 

[Steph15]

Hi Mark,

Thanks for your reply! Yes, I believe we'll create a workflow with specific conditions to trigger notification to the Problem Owners. Good stuff to check the State/Resolution Code.

Thanks!

Stephanie

[Steph15]

Hi. So here at Duke Health (in April 2020), we implemented the OOB ServiceNow's Problem Best Practices (V2) version to bring our department in alignment with utilizing the new States and lifecycle of managing Problem Records. With this version there is a [Review Date] field, and our Problem Tasks (PTASKS) fire off what's listed in this field. When a Problem Record is CLOSED - it's no longer Active so of course, no further action is required.  Risk Accepted Problem Record have a State of "Resolved" (NOT Closed) and a "Resolution Code" = Risk Accepted. These remain "Active" for possibly clicking the "Re-Analyzed" button, which moves the State back to Root Cause Analysis.  Whatever date the Problem Owner documents in the [Review Date] field on these records - a PTASK will generate 10-days prior to expiration - we don't have a policy around the 'review date' only for managing the PTASK and either closing the Problem Record or documenting the Work Notes when extending the [Review Date] - could be awaiting a Vendor fix, finance for next quarter, etc. Hope this helps! Stephanie