(It is not fully related to Virtual Agent forum, I can't delete this thread and move it to ITSM forum)
Hello everyone,
I'm a Product Owner for IT Problem Management at a multinational company with teams across AMS, EUR, and AOA. I'm looking for some guidance on the optimal timing for creating a Problem Record in ServiceNow.
Specifically, I'm interested in:
Market best practices: Are there any widely accepted industry best practices or common triggers for when a Problem Record should be logged in ServiceNow?
Problem Record initiation: Who is typically responsible for opening a Problem Record after a related incident has been resolved?
Assignment after incident resolution: To whom is a Problem Record usually assigned immediately after its corresponding incident has been resolved?
Any insights or experiences you can share would be greatly appreciated!
