Configuring Problem Management in Service Operations Workspace

  • Release version: Washingtondc
  • Updated April 23, 2024
  • 5 minutes to read

    • Configure aspects of Problem Management to accommodate your organization's workflow.

    It is recommended that you activate the Problem Management Best Practice — Madrid — State Model plugin (com.snc.best_practice.problem.madrid.state_model). For information about the plugin activation, see Activate Problem Management Best Practice — Madrid — State Model.
    Note:
    • The best practice states introduced in this plugin are not compatible with previous versions of Problem Management and require verification before this plugin can be activated.
    • This plugin is activated by default for the new instances. If the plugin is not active on your instance, use the Problem Management migration utility to verify and migrate to this plugin. For information about the migration utility, see Migration Utility.

    Configure the problem form layout in Service Operations Workspace

    Configure the problem form so that the information it collects is relevant to your organization's processes. You can easily modify the form to show only the fields, related lists, and other elements that you need.

    Before you begin

    Role required: admin or personalize_form

    Procedure

    1. Navigate to All > > Problem > Create New.
    2. On the form context menu, select Configure, and then select Form Builder.
    3. From the Default view list, select one of the following.
      • To customize the layouts of existing problem forms, select Service Operations Workspace.
      • To customize the layouts of new problem forms, select Service Operations Workspace New Record.
    4. If the form is in a different application scope, select Edit in original scope before you start editing.

    Configure the problem task form layout in Service Operations Workspace

    Configure the problem task form so that the information it collects is relevant to your organization's processes. You can easily modify the form to show only the fields, related lists, and other elements that you need.

    Before you begin

    Role required: admin or personalize_form

    Procedure

    1. Navigate to All > > Problem > Create New.
    2. On the form context menu, select Configure, and then select Form Builder.
    3. From the Problem list, select Problem Task.
    4. From the Default view list, select one of the following.
      • To customize the layouts of existing problem task forms, select Service Operations Workspace.
      • To customize the layouts of new problem task forms, select Service Operations Workspace New Record.
    5. If the form is in a different application scope, select Edit in original scope before you start editing.

    Configure problem modals shown during state transitions

    Add the optional and mandatory fields necessary to move a problem record through its life cycle using the Form Builder.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > > Problem > Create New.
    2. On the form context menu, select Configure, and then select Form Builder.
    3. From the Default view list, select any of the following.
      OptionDescription
      SOW Problem Accept Risk Modal Modal options shown during a problem state transition to Accept Risk.
      SOW Problem Assess Modal Modal options shown during a problem state transition to Assess.
      SOW Problem Cancel Modal Modal options shown during a problem state transition to Cancel.
      SOW Problem Fix Modal Modal options shown during a problem state transition to Fix.
    4. If the form is in a different application scope, select Edit in original scope before you start editing.

    Configure problem task modals shown during state transitions

    Add the optional and mandatory fields necessary to move a problem task record through its life cycle using the Form Builder.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > > Problem > Create New.
    2. On the form context menu, select Configure, and then select Form Builder.
    3. From the Problem list, select Problem Task.
    4. From the Default view list, select any of the following.
      OptionDescription
      SOW Problem Task Assess Modal Modal options shown during a problem task state transition to Assess.
      SOW Problem Task Cancel Modal Modal options shown during a problem task state transition to Cancel.
      SOW Problem Task Complete Modal Modal options shown during a problem task state transition to Complete, if the task was created as a General type.
      SOW Problem Task Complete RCA Modal Modal options shown during a problem task state transition to Complete, if the task was created as a Root Cause Analysis type.
    5. If the form is in a different application scope, select Edit in original scope before you start editing.

    Configure properties for Problem Management in Service Operations Workspace

    Configure the properties used to control process-related features, such as creating a problem task on a closed problem and re-analyzing a closed or a canceled problem.

    Before you begin

    Role required: admin or problem_manager

    Procedure

    1. Navigate to All > Problem > Administration > Problem Properties.
    2. Adjust the properties as needed.
      For more information about the available options, see Problem management properties.

    Create a task type for problem or change in Service Operations Workspace

    Configure a task type that can be used during problem or change creation.

    Before you begin

    Role required: admin

    About this task

    If you extend problem task or change task to add your own task type, you can set the child of problem or change task as the target table. Depending on the default values you set in the child of problem task or change task, you need not pass any values.

    For information about creating a change task, see Create a change task in Service Operations Workspace.

    For information about creating a problem task, see Create a problem task in Service Operations Workspace.

    Procedure

    1. In the navigation filter, enter sn_sow_interceptor_record_type_selector.list.
    2. From the Record Type Selectors list, select New.
    3. On the Record Type Selector form, fill in the fields.
      Table 1. Record Type Selector form
      Field Description
      Applies to Table that the task type applies to. Select Problem task [problem_task] or Change Task [change_task].
      Order Order of the task type in the Create problem task or Create change task dialog box.
      Application Scope of the application.
      Active Option for enabling the task type.
      Title Card title that is displayed in the Create problem task or Create change task dialog box.
      Description Card description.
      Target table Table where the record should be created when using this task type.
      Note:
      This field is not displayed if the table selected in the Applies to field does not have any child tables.
      Values Default values that are populated when creating a record using this task type.

    Define priority lookup rules for Problem Management in Service Operations Workspace

    Define the impact and urgency of the problem to calculate its priority. Use the priority calculation to prioritize your work and to drive service level agreements.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > System Policy > Rules > Priority Lookup Rules.
    2. Select New.
    3. On the form, fill in the fields.
      For more information about the available fields, see Data lookup for prioritizing problems.