Problem Management roles responsibilities

[Yasin Shaik11]

Hi All,

Does anyone explain the roles and responsibilities for the below given problem roles 

1.problem_admin

2.problem_manager

3.sn_problem_read

4.sn_problem_write

[Gunjan Kiratkar]

Hi @Yasin Shaik11 ,

1. Problem_Admin :Responsible for the overall problem management process as well as delete problems and problem tasks.

2. Problem_Manager :Responsible for the overall problem management process and can configure problem management settings as well as act as a problem coordinator.

3. sn_problem_read :Read access to the Problem Management application and related records.

4.sn_problem_write:Write access to the Problem Management application and related records.

[Yasin Shaik11]

Hi Gunjan,

Thanks for your reply

I can see this explanation in the roles table. but my client is asking in depth explanation about each role.

Like for example problem_coordinator role  : can do

periodically perform analysis to see if new problems need to be registered.
Register problems.
Assign work to Problem Analysts and coordinate root cause analysis.
Register known errors.
Inform Problem Manager.
Assign known error to Problem Analyst.
Validate proposed solutions to known errors.
Validate outcome of closed changes and close known error.
Validate that a problem is solved

[Gunjan Kiratkar]

Hi @Yasin Shaik11 ,

For that I will suggest to take help from someone who is having hands on in depth experience in problem management. 

[Paul Curwen]

You will find a really useful and practical guide in this document: 

https://its.yale.edu/sites/default/files/ServiceNow_Problem_Process_Training_Draft_r3.pdf

if Helpful, please mark as Correct/Helpful.