Create and track a problem in workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read

    • When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again.

    Before you begin

    Role required: agent_workspace_user, problem_coordinator, or admin

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
    2. From the Lists menu, select Problems > Open.
    3. Click New.
    4. On the form, fill in the fields.
      Table 1. Create New Problem form
      Field Description
      Number [Auto-generated]. Unique number that identifies the problem record.
      First reported by Task that first identified this problem.
      Note:
      Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
      Category and Subcategory Group to which the problem belongs, such as software or hardware. After selecting the category, select the subcategory, if applicable.
      Service Business service, such as email or IT Services, that the problem applies to.
      Service Offering Consists of one or more service commitments that uniquely define the level of service in terms of availability, scope, pricing, and packaging options. Service offering enables you to receive different features and their levels of performance for a given service.
      Configuration item Configuration item (CI) that the problem applies to. The CI class of the selected configuration item identifies the type of problem, for example, hardware, network, or database.
      State For customers prior to the Madrid release, the available states are: Open, Pending Change, Known Error, and Closed or Resolved.

      For customers starting with the Madrid release, the new state model is applied and the State field is read only. The field value changes as the problem proceeds from one state to another state. The states available are: New, Assess, Root Cause Analysis, Fix in Progress, Resolved, and Closed.

      Note:
      To access the new state management process, activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
      Impact Effect that the problem has on business operations.
      Urgency Extent to which the problem resolution can bear delay.
      Priority How quickly the service desk should address the problem. The Priority field is automatically set to the Impact and Urgency values.
      Assignment group Group to which the problem is assigned.
      You can populate the Assignment group field automatically based on the support group available for the respective configuration item (CI). If the CI does not have any support group, then the field gets populated with the support group available for service offerings. The business rule Populate Assignment Group based on CI/SO triggers the functionality when an incident, problem, or change request is created or updated and when the Assignment group and the Assigned to field is empty. The following properties identify the field whose value populates the Assignment group field:
      • com.snc.problem.ci_assignment_group.field_name: This problem property identifies which CI field populates the Assignment group field.
      • com.snc.problem.service_offering_assignment_group.field_name: This problem property identifies which service offering field populates the Assignment group field.
      Note:
      • The default value for the properties is support group for incident or problem and change group for change request respectively. The business rule Populate Assignment Group based on CI/SO is shipped as part of the development plugin ITSM CSDM Best Practice – Quebec plugin (com.snc.best_practice.itsm_csdm.quebec) and is available only for the new customers.
      • If you have not upgraded to Quebec or later versions, this plugin is not available by default. You can raise a Hi request to install the plugin.
      Assigned to Problem coordinator to whom the problem is assigned. If an assignment rule applies, the problem is automatically assigned to the appropriate user or group.
      Problem statement Brief description of the problem.
      Note:
      Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
      Description Detailed description of the problem.
      Notes
      Work notes list Users who receive notification when work notes are added to the problem.
      Work notes Informative notes about the work performed on the problem.
      Analysis Information
      Workaround Method used to overcome the issue if no resolution is available yet.
      Cause notes The cause of the problem.
      Auto-generated information
      Resolved [Auto-generated]. Date and time when the user resolved the problem.
      Resolved by [Auto-generated]. Name of the user who resolved the problem.
      Fix notes Information on how the problem was fixed.
      Auto-generated information
      Opened [Auto-generated]. Date and time when the user opened the problem.
      Opened by [Auto-generated]. User who opened the problem.
      Confirmed [Auto-generated]. Date and time when the user confirmed that the issue was indeed a problem.
      Confirmed by [Auto-generated]. User who accessed the issue and confirmed that it was a problem.
    5. Click Save.