Problem management properties

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

    • Problem Management properties are used to control features such as creating problem task on a closed problem and reanalyzing a closed or a canceled problem.

    These properties are available at Problem > Administration > Problem Properties.
    Table 1. Properties for Problem Management
    Property Description
    Problem State Transition Properties
    Accept Risk moves the Problem to Closed state instead of Resolved state

    problem.acceptrisk.move_to_closed
    • Type: true or false
    • Default value: true
    Can create a Problem Task on a Closed Problem?

    problem.closed.can_create_tasks
    • Type: true or false
    • Value: true or false
    • Default value: false
    Who can Re-analyze a Canceled Problem?

    problem.closed.role.reanalyze_from_canceled
    • Type: choice list
    • Default value: problem_manager
    Who can Re-analyze a Risk Accepted (Closed state) Problem?

    problem.closed.role.reanalyze_from_closed_riskaccepted
    • Type: choice list
    • Default value: problem_manager
    Who can Re-analyze a Completed Problem?

    problem.closed.role.reanalyze_from_completed
    • Type: choice list
    • Default value: problem_manager
    Problem Task State Transition Properties
    Cancel open Problem Tasks when closing a Problem

    problem.closed.cancel_open_tasks
    • Type: true or false
    • Value: true or false
    • Default value: true
    Who can Re-assess a Completed or Canceled Problem Task?

    problem_task.closed.role.reaassess_from_closed
    • Type: choice list
    • Default value: problem_coordinator
    Can Re-Assess a Problem Task on a Closed Problem?

    problem_task.closed.can_reassess_on_closed_problem
    • Type: true or false
    • Default value
      • Upgrade: true
      • New instances: false
    Problem Related List Properties
    List of related task records (comma-separated) to track as fixes for this Problem. Used to notify the Coordinator when all the related fix records are Completed or Canceled. E.g. change_request.parent

    problem.fix.records
    • Type: string
    • Default value: change_request.parent, rm_defect.parent, rm_release.parent, rm_enhancement.parent, sn_cim_register.source_id
    List of related task records (comma-separated) to move over when a problem is marked as a duplicate of another. E.g. incident.problem_id

    problem.duplicate.records_to_move
    • Type: string
    • Default value: incident.problem_id, sn_customerservice_case.problem, problem_task.problem
    Who can relate closed Incidents to a Problem?

    problem.role.relate_closed_incidents
    • Type: choice
    • Default value:
      • Upgrade: Nobody
      • New instances: Problem coordinators
    Problem Created from Incident Properties
    List of attributes (comma-separated) that will be copied from the incident to create a new problem

    com.snc.problem.create_from_incident.attributes
    • Type: string
    • Default value: number, description, short_description, cmdb_ci, impact, urgency, priority, company, sys_domain, business_service, category, subcategory
    Problem Created from Interaction Properties
    Create saved problem

    com.snc.problem.create_from_interaction.save
    • Type: Boolean
    • Default value:
      • Upgrade customers: No
      • New customers: Yes
    Allow problem creation from interaction

    glide.problem.interaction.allow_create
    • Type: true or false
    • Value: true or false
    • Default value: false