Workflow change/creation, Problem.

[DiegoCamacho]

Hello,

I have some questions regarding a Problem requirement. I need to perform some checks on the problem record, such as: Problems with associated Incident P1 or P2: After 3 days without progress in the workflow, the status should automatically change to "Under root cause analysis". I looked for an existing workflow to add this condition but couldn't find one. To implement this condition, will it be necessary to create a new workflow, or is there another way to do it? Could you help me?

Thank you.

[Dr Atul G- LNG]

Hi @DiegoCamacho 

As a BPC, I don’t think this is a valid use case. Let me explain why — as soon as a Problem (PRB) is raised, the Problem Management team needs to assess it.

Based on your statement, it seems you want the PRB to move to the Under RCA state even if it hasn’t been assessed yet, which doesn’t make sense. Until and unless the problem team confirms that it is indeed a valid problem, the RCA process shouldn’t begin.

Please consider this point before making any changes to the flow. Also, if it does move to the Under RCA state, clarify who it should be assigned to.