Problem Management OOB - Comments and Work Notes

[LuanneI]

I am in search of a solution for providing operational level reporting for ongoing status to leadership without using work notes. What reportable fields are OOB that can be used for text updates? 

I'd be interested in what you are using at your company and am open for suggestions. We would like to avoid customizations.

[Dr Atul G- LNG]

Work Notes are typically a standard solution for this, whereas if you create your own custom field as a text type will be a technical debt

[Tanushree Maiti]

Hi @LuanneI 

Worknotes are definitely helpful for checking the current status of the problem.

Our report generally includes the following fields:

• Number: A unique, auto-generated identifier starting with "PRB" (e.g., PRB0000001).
• Short Description: Ideal for a concise, one-sentence overview of the core problem.
• Description: Provides a dedicated space for longer, ongoing details about the issue.
• Workaround: Commonly used in both Problem and Incident Management to outline the temporary fix while a permanent solution is being identified.
• Root Cause Analysis (RCA): Available during the RCA phase, providing stakeholders with a detailed explanation of why the issue occurred.
• Resolution Notes: Final status update explaining how the issue was permanently resolved.
• State: The lifecycle stage of the problem (New, Assess, Root Cause Analysis, Fix in Progress, Resolved, Closed).
• Active: A true/false boolean indicating if the problem is currently open or actionable.
• Assignment Group: The team (e.g., Network, Database) responsible for resolving the problem.
• Assigned to: The specific individual within the assignment group handling the root cause analysis.
• Created
• Created By
• Updated
• Updated By

We also have a couple of custom fields, but I’m not sharing those since they are not required for your purpose.