Regarding Proactive Problem Management
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06-19-2023 03:16 AM - edited 06-19-2023 03:17 AM
I have a question related to Proactive Problem Management. It's mentioned in the ServiceNow documentation, that a proactive problem record is opened via incident trend analysis, event management, CMDB etc.
In case, a new problem record is opened directly from an Incident, it's considered as a Reactive Problem record and if a new problem record is opened directly from the SOW / classic backend, it's considered as Proactive.
I have 3 questions related to this:
1. Is there any way where there's a field called "Proactive" which can be included, while creating the Problem Record? If yes, where can I find it?
2. If there's no option as mentioned in Question 1, How can we configure a radio button / checkbox, which can be checked, in case anyone wants to open a Proactive problem record? So that it will be clearly visible to the team, that this problem record is proactive.
3. While doing reporting / performance analytics, how can we differentiate, a problem record as Proactive and Reactive?
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11-20-2024 11:34 AM
Did you got an solution for your question?
