Problem form

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

    • Description of the field values for the problem form in Service Operations Workspace.

    Table 1. Create New Problem form
    Field Description
    Problem
    Problem statement Brief description of the problem.
    Description Detailed description of the problem.
    Number Unique number that identifies the problem record.
    First reported by Task that first identified this problem.
    Category and Subcategory Group to which the problem belongs, such as software or hardware. After selecting the category, select the subcategory, if applicable.
    State Value that changes as the problem proceeds from one state to another state.

    For information about state transitions of a problem, see Life cycle of a problem.
    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.

    Impact
    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.
    Assignment
    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.
    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.
    Notes
    Work notes Informative notes about the work performed on the problem.