Problem Management Workflow

[kathymorris]

Hi,

What are the workflow states out-of-the-box with ServiceNow? I know that we can build workflow. However In ServiceNow there must be workflow around the approvals / different states, etc.

When I searched the wiki, I just found documentation that tells us how to build new workflows.

I checked the Workflow Editor and I did not see any related to Problem Management. Am I missing something?

I do not see Problem Management process diagrams either.

[Michael Fry1]

Not sure there is a standard process for Problem, but here is example: Define a Problem Management workflow

Our Problem Mgmt only has 3 tasks, where someone else's might have 5.

[amy_bowman]

Hi Kathy,

We'll take a look at our problem management docs and see where we have gaps. Thanks for your comment.

Amy

[jstoecklein]

Hi Kathy,

The out-of-box workflow states for Problem Management are:

• Open
• Pending Change
• Known Error
• Closed Resolved

I think that a Work in Progress state can also be helpful as it gives you a state to use while the problem is being researched. An open problem can indicate that it's a new problem that is not yet being researched. WiP indicates that it's been picked up and is being worked. The others speak for themselves. 🙂

Good luck!

Jodi

[charlesmurphy]

Hi has anyone out there ever build a different workflow into the Problem Module? Also, if the workflow is as stated   Open > Pending Change > Known Error > Closed Resolved

Example using the above example we would assess tickets for RCA content and quality between Open > Pending Change   then again between Resolved > Closed to ensure appropriate documentation of remediation tasks etc.

Anyone done something similar either with the existing work flow or custom one?

Charles