Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Search for | Example | Results |
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A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Search for | Operator | Example |
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Two or more words in the same topic |
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Either word in a topic |
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Topics that do not contain a specific word or phrase |
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Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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A combination of search types | ( ) parentheses |
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- Out-of-the-box business rules
- Change transition rules
- Release transition rules
- Incident transition rules
- Problem transition rules
- Idea process - Business rules
- Optimization process - Business rules
- Proposal process - Business rules
- Service definition process - Business rules
- System element process - Business rules
- Service component process - Business rules
- Fixed asset process - Business rules
- Cost center process - Business rules
- Actual service process - Business rules
- Device process - Business rules
- Asset model process - Business rules
- Infrastructure & peripheral process - Business rules
- Subscription process - Business rules
- Reservation process - Business rules
- License process - Business rules
- Contract process - Business rules
- Vendor (Company) process - Business rules
Problem transition rules
Built-in business rules define conditions for automatic transitions from one phase to another. If the condition evaluates as true, the automatic transition occurs. Some conditions are simple and some are complex. If the condition is not true, the record remains in its original phase.
The following table identifies each supported transition in the Problem Management workflow. Notice that it is possible for a record to return to an earlier phase in the workflow if the status changes to a certain value. You can return to an earlier phase when any of the following circumstances occur:
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The resolution does not resolve the problem.
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The problem was categorized incorrectly.
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The problem needs further investigation.
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The Problem Manager reassigns the incident to a different support analyst.
The Condition column in the following tables show fields that contain data either entered by the end user or automatically provided by Service Management. At the start of each phase, Service Management verifies that the user-defined values set in the last phase are unchanged. If there is a change, the record can return to a prior phase or repeat an action.
Automatic transitions occur when all conditions are true. Manual transitions occur when you advance to the next phase in the workflow snapshot.
Click this button to advance to the next phase. |
All problems begin with the Log phase.
Log phase
Event | Action or Condition | |||||||||||||||||||||||||
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Entering |
If not set by the user, Service Management sets default values
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After change |
Required fields must contain data:
Service Management actions:
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Service Management transitions to the Classify phase if required fields contain valid data.
All problems transition from Log to the Classify phase.
Classify phase
Event |
Action or Condition |
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Entering |
Send a notification that a new problem record has been created, to the Service Owner and the Problem Manager. |
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After change |
Verify that required fields contain data:
Service Management actions: Set Priority equal to a value from the following table.
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Service Management transitions to the Investigate phase if all of the following contain valid data:
- Assigned to group
- Category
All problems transition from Classify to the Investigate phase.
Investigate phase
Event | Action or Condition | |||||||||||||||||||||||||
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Entering |
Service Management actions:
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After change |
Verify that required fields contain data:
New required field:
Service Management actions:
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After applying changes |
Service Management actions:
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Service Management transitions to the Resolve phase, if all of the following are not blank:
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Category
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Root cause
Problems transition to the Classify or Resolve phase.
Resolve phase
Event | Action or Condition | |||||||||||||||||||||||||
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Entering |
Service Management actions:
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After change |
Verify that required fields contain data:
Service Management actions:
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After applying changes |
Service Management actions:
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Service Management transitions to one of these phases:
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Investigate if Root cause = blank
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Review if both Solution and Root cause are not blank
Problems transition to the Investigate or Review phase.
Review phase
Event | Action or Condition | |||||||||||||||||||||||||
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Entering |
Service Management actions:
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After change |
Verify that required fields contain data:
New required field:
Service Management actions:
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After applying changes |
Service Management actions:
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Service Management transitions to one of these phases:
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Resolve phase, if Solution = blank
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Close phase, if Completion code is not blank
Problems transition to the Investigate or Close phase.
Close phase
Event | Action or Condition |
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Entering |
Status = Complete Service Management actions:
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Abandon phase
Event | Action or Condition |
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Entering |
Status = Complete Service Management actions:
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Related topics