Now Assist for ITSM: How to best populate Resolution Notes in Related Incidents from a Problem

Kristin J
Mega Sage

‎12-11-2024 01:39 PM

Hello there,

When a Problem is Fixed/Resolved, there is an OOB business rule that populates the Resolution Notes in of the related Incidents. The default text is "Related problem PRB0040002 closed. Please see additional comments for fix notes", and the default notification to the end user includes the resolution note text.

 

I am curious about the impact this will have on Now Assist using the Incident Resolution Notes, or if anyone has modified this behaviour so that is more user-friendly / agent-useful.

 

Cheers,

Kristin

 

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Rahul Priyadars
Tera Sage

‎12-15-2024 06:40 PM

Hi Kristin

 

Here is my 2 Cent on above scenario.

 

You Have a Problem Ticket which originated because of similar recurring Issuse. I see 2 scenario here..

 

Incident is resolved - Work Around is Provided but Problem Ticket is Raised for Permanent Issue

Incident is Still Open and awaiting Problem Ticket to provide the Fix.

 

Your Use Case Lies in Scenario 1- You Need to modify the Code to APPEND the Problem Resolution Text to go to Incident again so that previous work around is also Preserved.

 

Its your process call how to do it then you can make changes in Service Now.

 

Hope this is helpful

Regards

RP