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]

Servicenow has Structured Analysis process now for Problem Management: Structured Analysis process

If it helps, I can outline the process we use.

[charlesmurphy]

Hi Michael,

I've read this article but it does not articulate whether the structured Analysis process is mapped to ticket status' nor if they are attached to a workflow. So we manage the Problem process to a workflow RCA, Remediation, Validation, Closure all of which are tied to a stats and you cannot progress from one to the other without passing a QA assessment. From what I can see out the box a ticket can be in any status at any point without ie no workflow.

Charles

[Michael Fry1]

We utilize a workflow to drive Root Cause. Up to 3 tasks from the workflow can be created, but if known error you won't get the 3rd task for example.