I have got a question for this community. My concerns are around the governance we can built in ServiceNow for Risk accepted problem records. So currently we could set up automation to manually review Risk accepted Problem records within 365 days/any specific duration. But the question is around what happens to those problem records? Lets say a problem record is marked as Risk accepted. It is then being reviewed in 365 days. Problem manager has identified that there is no longer any business/services risks. So what is expected to be done to this problem record? Do we just leave them in the same Risk accepted state ? Or do we end up re-opening and moving them to Fix applied state? But wouldn't that not be a logical state for this scenario.(we had actually not done any fix !) Any thoughts or suggestions is much appreciated 🙂
We are struggling with this also. By having to re-analyze a Problem record to remove risk accepted and change to fix applied, it resets the resolution time on the Problem record and our stats can take a big hit. Anyone come up with a solution?
