Use > Problem Management > Problem Management workflows and user tasks > Example: Problem workflow

Example: Problem workflow

The following example demonstrates the minimum needed steps to resolve the out-of-box Problem workflow:

Phase User Actions Options
Logging
  1. Enter a title in the Title field.
  2. Provide a description of the problem in the Description field.
  3. Click the Fill button for Affected Service, and then select an appropriate value(s) that describes the Affected Service.
  4. If necessary, set the Impact and Urgency fields.

  5. Click Save.

    Service Manager displays a solution matching screen.

This is the phase that is initiated when an end user Opens a New Problem (Problem Management > Open a New Problem).

Note The out-of-box default category is -None-. You can change the default category in Problem Management > Administration > Settings
Categorization
  1. Click the Fill button to specify the Subcategory.
    1. Select an appropriate area.
    2. Select an appropriate subcategory.
  2. Set the Status field to Assign.
  3. Click the Fill button for the Assignment Group, and then select an appropriate assignment group.
  4. Click the Fill button for the Assignee, and then select an appropriate assignee.
  5. Set the Status field to Work In Progress.
  6. Click Save.

From the Categorization Phase, you can also move to any of the following:

  • Jump directly to the Closure Phase.
  • Abandon the Problem.
Investigation
  1. Set the Expected Resolution Date.
  2. Set the Root Cause Identified Date.
  3. Enter the Root Cause.
  4. Click Save.

From the Investigation Phase, you can also move to any of the following:

  • Jump directly to the Closure Phase.
  • Abandon the Problem.
  • Return to the Categorization Phase.
Resolution
  1. Set the Solution Identified Date.
  2. Enter the Solution.
  3. Set that Status to Resolved.
  4. Click Save.

From the Resolution Phase, you can also move to any of the following:

  • Jump directly to the Closure Phase.
  • Return to the Investigation Phase.
Review
  1. Review the data entered for the Problem.

From the Review Phase, you can also move to any of the following:

  • Return to the Resolution Phase.
Closure
  1. Click the Close button.
  2. Select the appropriate Closure Code.

  3. Enter the Closure Comments.

  4. Click Finish.
  
Notes:

  • In all the phases except the Logging, Abandonment, and Closure phases, you can create or link a known error from the Related Records tab of the problem record.

  • In all the phases except the Logging, Abandonment, and Closure phases, you can create a problem task by clicking the Link New Task button. All tasks must be closed before you can close a Problem.

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