Components installed with Customer Service Problem Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Components installed with Customer Service Problem Management

    The Customer Service Problem Management application in ServiceNow Yokohama release installs multiple components essential for managing service tests and problem cases. These include specific user roles and tables designed to handle service test definitions, test runs, diagnostic tasks, and service problem cases, enabling structured problem identification and resolution processes within customer service operations.

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    Roles

    The application introduces a variety of roles to control access and permissions related to service test management and service problem case handling:

    • Test Definition Roles: Manage creation, reading, updating, and deletion of service test definitions and their related entities. Roles include Manager, Viewer, Writer, Creator, and Delete roles, each progressively granting more permissions.
    • Test Run Roles: Facilitate creation, reading, updating, deletion, and execution of service tests, including viewing diagnostic results. Roles include Manager, Viewer, Writer, Creator, and Delete roles.
    • Test Integrator: Allows comprehensive creation and updating of both service test definitions and test runs along with their related entities.
    • Service Problem Case Roles: Include Navigator (for navigating cases), Agent (for creating, reading, writing cases and running tests), Customer (for portal-based case management and inventory viewing), and Admin (full access to cases, tests, diagnostic results, and resolution tasks).

    Tables

    The application adds specialized tables to support service test configuration, execution, and problem management workflows:

    • Service Test Definition: Captures configurations and parameters for running specific service tests.
    • Test Definition Characteristics: Defines properties and attributes necessary before executing tests.
    • Test Measure Definition: Details specific measurable aspects of tests like lost packets or connectivity status.
    • Threshold Rule and Violations: Define conditions for triggering actions when thresholds are crossed or cleared, and record violations of these rules.
    • Measure Consequences and Applied Consequences: Specify actions or notifications triggered by threshold rule violations.
    • Test Definition Relationships: Model hierarchies and dependencies among test definitions and their association with product/service specifications or models.
    • Test Run and Test Characteristic: Store actual test execution data, including measured values and characteristics.
    • Diagnostic Task and Resolution Task: Extend task functionality to allow agents to trigger tests and manage repair/resolution based on test outcomes.
    • Service Problem Case: Extends case management to introduce a dedicated case type for service problems.

    These roles and tables work together to enable ServiceNow customers to effectively define, execute, and manage service tests and problem cases, improving problem identification, diagnostics, and resolution workflows within customer service environments.

    Several types of components are installed with activation of the Customer Service Problem Management application, including tables, user roles, and business rules.

    Roles

    Customer Service Problem Management adds the following roles:

    Table 1. Roles installed with Customer Service Problem Management
    Role Description
    Test Definition Manager

    [sn_st_mgmt.test_def_manager]

    		 Enables you to set up, create, and update service test definitions and all their related child entities. Additionally, this role includes the ability to view the product catalog.
    Test Definition Viewer

    [sn_st_mgmt.test_def_viewer]

    		 Enables you to read the service test definition and all its related child entities.
    Test Definition Writer

    [sn_st_mgmt.test_def_writer]

    		 Enables you to write the service test definition and all its related child entities. Additionally, this role includes the test definition viewer role.
    Test Definition Creator

    [sn_st_mgmt.test_def_creator]

    		 Enables you to create the service test definition and all its related child entities. Additionally, this role includes the test definition viewer role.
    Test Definition Delete

    [sn_st_mgmt.test_def_delete]

    		 Enables you to delete the service test definition and all its related child entities.
    Test Run Manager

    [sn_st_mgmt.test_manager]

    		 Enables you to trigger or update Service test results and all its related child entities. Additionally, this role includes the product inventory viewer role.
    Test Run Viewer

    [sn_st_mgmt.test_viewer]

    		 Enables you to read the service test and all its related child entities.
    Test Run Writer

    [sn_st_mgmt.test_writer]

    		 Enables you to write the service test and all its related child entities. Additionally, this role includes the test viewer role.
    Test Run Creator

    [sn_st_mgmt.test_creator]

    		 Enables you to create the service test and all its related child entities. Additionally, this role includes the test viewer role.
    Test Run Delete

    [sn_st_mgmt.test_delete]

    		 Enables you to delete the service test and all its related child entities.
    Test Integrator

    [sn_sprb_mgmt.test_integrator]

    		 Enables you to create and update the service test definitions, service tests, and all their related child entities.
    Service Problem Case Navigator

    [sn_sprb_mgmt.navigation_menu]

    		 Enables you to navigate through the service problem cases.
    Service Problem Case Agent

    [sn_sprb_mgmt.agent]

    		 Enables you to create, read, and write the service problem cases. Additionally, this role includes the ability to run the test runs and view the diagnostic test results.
    Service Problem Case Customer

    [sn_sprb_mgmt.customer]

    		 Enables you to create, read, and write the service problem cases in the customer service portal. Additionally, this role includes the ability to view the inventory.
    Service Problem Case Admin

    [sn_sprb_mgmt.admin]

    		 Enables you to create, read, and write the service problem case, the test runs, and the test definitions. Additionally, this role includes the ability to view the diagnostic test results and resolution task.

    Tables

    Customer Service Problem Management adds the following tables.
    Table 2. Tables installed with Customer Service Problem Management
    Table Description
    Service Test Definition Description of the service test in terms of parameters to be configured and measures to be taken.

    Test definitions are configurations that are required to run a particular test against the service being impacted.
    Test Definition Characteristics Properties or attributes that are needed to be configured or placed before running the test.
    Test Measure Definition Definition a measure of a specific aspect of a product, service, or resource test, such as lost packets or connectivity status.
    Threshold Rule Rule that defines the condition (raise or clear) to achieve to apply consequences when a threshold is crossed or ceased to be crossed.
    Measure Consequences Action to take when a Threshold Rule is crossed. The action can be a prescribed action or notification.
    Test Definition Relationship Test definitions hierarchy. The relationship can be a substitution, dependency, or exclusivity relationship between test specifications.
    Specification to Test Definition Relationship. Test Definition relationship with Specification (Product / Service / Resource) or product Model.
    Test Run Test run with actual test measure values and rule violations.
    Test Characteristic Description of a characteristic of Service Test through a name-value pair.
    Test Measure Measure of a specific aspect of a product, service, or resource test, such as lost packets or connectivity status.
    Threshold Rule Violation Violation of a rule that defines the Threshold Rule Definition.
    Applied Consequence The action to take when a Threshold Rule Violation occurs. The action can be a prescribed action or notification.
    Diagnostic Task Task extension. Task for an agent to trigger tests on services.
    Resolution Task Task extension. Task for an agent for repair and resolution based on test failures.
    Service Problem Case Case extension and a new case type.