Change the default Problem Management category

Problem Management has a default out-of-box category (BPPM) for problems and known errors. It is important to have a default category specified in the Environment record. Problem Management requires a category value when it searches for problem or known error records. When you define multiple categories, you specify which category is to be the default for all new records.

For information on defining, or adding, new Problem Management categories, see the related topics.

Warning: The BPPM category ensures that the problem workflow automatically conforms to the ITIL workflow. If you are ITIL-compliant, the default category must remain as BPPM in the Environment record.

To change the default Problem Management category:

1. Choose a default category for new problem records in the Environment record.

   1. Click System Administration > Ongoing Maintenance > Environment Records > Problem Management Environment. The Problem Management Environment profile opens.

   2. Click the list in the Default Category field to change the default category.

      Warning: If you are ITIL-compliant, you need to leave the default category as BPPM so that the problem workflow continues to automatically conform to the ITIL workflow.

   3. Click Save.
   4. Click OK.
2. Modify the Change Category display options.
   1. Click Tailoring > Tailoring Tools > Display Options.
   2. In the Default Label field, type Change Category.
   3. Type the screen ID.
      • If you have multiple categories for problems, type rca.view in the Screen ID field.
      • If you have multiple categories for known errors, type kne.view in the Screen ID field.
   4. If you know the unique ID, type the Unique ID information. For example, rca.view_changecategory.

   5. Click Search. The record or a list of records is displayed.

   6. Remove "and false" in the Condition field.
   7. Click Save.
   8. Log out of Service Manager, and then log back in to Service Manager.
3. Enable the Change Category option in the user profile record.
   1. Click System Administration > Ongoing Maintenance > Profiles > Problem Management Profiles.
   2. Use search or advanced search to find one or more records.
   3. Select a user profile.
   4. You can modify the Change Category for problems, problem tasks, or known errors. On the Problems tab, select Change Category to enable the Change Category option for problems.
   5. Click Save.
   6. Click OK.