Problem task fields and their behaviour

2 min

Field Label	Field Type	Field Behaviour	Purpose
Assignee	Reference (User table)	Mandatory on closure or cancellation User must be a part of the assignment group, be active and have the itsm_agent role or administrator role. Is automatically cleared if the assignment group changes and they are not a member of the group.	This is the individual responsible for the completion of the task.
Assignment Group	Reference (Group table)	Mandatory Group must be selectable, have problem task listed in the accessible from table field or the accessible from table field must be empty.	This is the group that is responsible for the completion of the task.
Closed at	Date and time	Read only Automatically set	This is automatically set based on the date and time that the problem task is closed or cancelled.
Closed by	Reference (User table)	Read only Automatically set	This is automatically set based on the person that closes or cancels the problem task.
Collaborator	Multiple reference (User table)	Users must be active and have the itsm_agent role or administrator role.	These are any users who may be assisting in the completion of the task or want / need to be kept up to date as to the progress of the task.
Completion notes	String	Mandatory when cancelling or closing a problem task.	Used to provide information as to how a problem task was completed or why it was cancelled.
Description	String		Extra information that can be provided as part of the problem task.
Parent problem	Reference (Problem table)	Read only Automatically set	This is the problem that this task is the sub task of.
Priority	Choice Values: P1 \| Critical P2 \| High P3 \| Medium P4 \| Low P5 \| Planning	Mandatory	The priority of a problem task used for reporting purposes or conditional logic purposes.
Reference number	Auto sequence (Prefix is PRBT)	Read only Automatically set Display value	Used as a unique reference to a problem task and its display value
Short description	String	Mandatory	The short description is used as the primary classifier source for Sofi.
Sofi conversation ID	String	Not visible on form	Used to hold the Sofi conversation ID, which is used by the Sofi continuation point dialog manager element.
Work journal	Journal		Used for internal communication between other members of the service desk.

Other fields hidden from form and un-used

The below are fields that come off one of the tables problem tasks extend from, which it does not use or have on the form. Some will have some behaviours tied to them (due to existing on the Work table), but some will have nothing tied to it. As a result, you can use them, but they will likely have no functionality tied to them. Note that there are other fields, but they are not recommended to be used due to the potential impact.

Field Label	Field type	Field behaviour	Purpose
Approver	Multiple reference (User table)		No approval process exists in problem task, so this field currently has no functionality tied to it.
Classification	Reference (Classification table)	Mandatory	No reference qualifier exists at the moment, so this will currently show all classifications in the system. Can have one created and can be used as required.
Client journal	Journal		As clients are recommended not to view problem tasks, this field is not visible on the form and is not used.
Completed at	Date and time	Read only	As problem tasks do not have a two step closure process, this field is not used and currently not set.
Completed by	Reference (User table)	Read only	As problem tasks do not have a two step closure process, this field is not used and currently not set.
Follower	Multiple reference (User table)		As clients are recommended not to view problem tasks, this field is not visible on the form and is not used.
Parent	Reference (Work table)	Read only	Not used for any purpose at the moment, but can be used in the future.
Related configuration items	Multiple reference (CMDB table)		Used to highlight any configuration items related to an problem task. Not currently on the form, but easily added to the form and used if desired.
Requested by date	Date and time		Not currently used, but easily added to the form and used.
Requested for	Reference (User table)	Mandatory	As clients are recommended not to view problem tasks, this field is not visible on the form and is not used.
Requestor	Reference (User table)	Mandatory	As clients are recommended not to view problem tasks, this field is not visible on the form and is not used.
Service	Reference (CMDB Service table)		Used to highlight a service related to an problem task. Not currently on the form, but easily added to the form and used if desired.