Data for problem resolution
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Summary of Data for problem resolution
The efficient resolution of problems in IT Service Management relies on collecting comprehensive information about the issue at hand. This includes utilizing not only the problem ticket details but also related records from various tables.
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Key Features
- Related Records: Access directly related records through related lists, including changes from the Change request related list and incidents from the Incidents related list. Administrators can configure forms to display necessary related lists.
- Known Errors and Knowledge Articles: Explore the Known Errors module for identified issues that cannot be resolved and the Knowledge application for workarounds derived from incident data.
- Dependency Views Map: Utilize the Dependency Views map for a visual representation of configuration items (CIs) and their relationships. Icons indicate the presence of associated problems, incidents, or tasks, allowing for quick access to related records.
- CMDB Baseline History: Track planned and unplanned changes in the configuration management database (CMDB) to identify potential causes of problems, such as improperly executed changes. Administrators can add relevant formatters for better visibility.
Key Outcomes
By leveraging these features, ServiceNow customers can effectively gather necessary data for problem resolution, enhance the identification of related issues, and improve overall problem management efficiency. Customers can expect to streamline their workflows by accessing all pertinent information in one location, leading to faster problem identification and resolution.
The quick resolution of problems requires gathering as much information as possible about the problem.
In addition to the information within the problem ticket, useful information is often found in other tables.
Pertinent related records
Common related records include changes (through the Change request related list) and incidents in the Incidents related list. All the directly related records are accessible through related lists. If the appropriate related list does not appear on the form, the administrator can configure the form to add it.
Known errors and knowledge articles
Information about already-known issues can be found in two places: the Known Errors module in the Problem Management application, or in the Knowledge application. The Known Errors module filters the problem table to present all the problems whose cause has been identified but cannot be fixed. The knowledge base can have information that was gathered from incidents, and may also have useful workarounds for problems.
Dependency Views map
The Dependency Views map provides a visual representation of the configuration items and their relationships and displays information about related issues.
For example, the following image is a map for the CI nyc rac na200, which is a mass storage device.
- The cloud x icon indicates that the CI has an associated problem, which is listed in the Problem details pane.
- The (!) icon indicates that there is a related incident.
- The link icon indicates that there are associated tasks, which can be incidents, problems, or changes. If you select the CI, the Details pane displays the associated records.
To open the incident or problem record, click the number in the Details pane.
The map shows the upstream and downstream relationships of the CI. The storage device problem might be an improper change to one of the UNIX servers.
CMDB baseline history
If a baseline is generated, planned or unplanned changes are tracked within the system. A common cause of problems is improperly executed changes, and reviewing the history of changes to a CI helps track problems caused by improper changes.
To check the CMDB Baseline, view the CI record and check Baseline Differences and Scheduled Changes. The administrator can use the form designer to add these formatters.
In the example above, the change in RAM is associated with a change request. You can review the change and see what was planned and what was implemented. The removal of QuickTime software was recorded as an unplanned change.