Related incident functionality
Within a problem record it is possible to relate one or many incident to it. In doing so, this will mean that once the problem closes, the associated incidents will also close.
As well as this, any update that occurs in the client journal of a problem, will update each of the associated client journals of the related incidents. In addition to the ways to manually associate a problem to an incident (by either form), it is possible for this also to occur automatically through the knowledge article and alert functionality, as described below.
Knowledge articles / alerts
Within the problem management table, there are numerous bits of functionality associated with creating, editing and utilises knowledge within the process. To create a knowledge article from a problem record, there are two different scenarios as to when this may occur. The first is when a problem is considered a "known error" and has the status reflecting that. When this is the case, you can create a knowledge article by pressing the "create known error article". This will copy over certain information from the problem (as seen below). If a knowledge article was not created in this status and the problem enters the "workaround" status, it offers another opportunity to create a knowledge article, by pressing the "create workaround article" button. If you created an article in the known error status, the workaround button will not show, as the intention is that you would update the existing article, rather than making another one. Once an article has been created, you can redirect to it automatically, by pressing a "Redirect to knowledge article" button that appears on the problem when a record has created a knowledge article.
In addition to this, once the article has been published, any future incident's that "attach" this knowledge article via sofi to the journal (or interaction) will automatically be associated to the problem that spawned that article (assuming it is still open) and will follow the incident related to problem process.
The article that is created utilises that reclassification field map table and does the following (note that the two different problem articles depends on when you click the button).
Problem (when it is in the known error status) | Problem (when it is in the workaround status) | Knowledge |
|---|---|---|
N/A | N/A | Knowledge base (Uses the ID from the knowledge base found in the "problem.known_error.default.kb_base" application property when in the status of known error and "problem.workaround.default.kb_base" application property when in the status of workaround. |
N/A | N/A | Classification (Uses the ID from the classification found in the "problem.known_error.default.kb_classification" application property when in the status of known error and "problem.workaround.default.kb_classification" application property when in the status of workaround. |
N/A | N/A | Archive on source record closure (Sets the field depending from the value found in the "problem.known_error.default.kb_auto_archive" application property when in the status of known error and "problem.workaround.default.kb_auto_archive" application property when in the status of workaround. |
The words "Known issue: " and the Short description | The words "Workaround for known issue: " and the Short description | Title |
The words "Known issue: " and the Short description | The words "Workaround for known issue: " and the Short description | Summary |
Known error | Workaround | Content |
ID | ID | Source record |
N/A | N/A | Knowledge source (problem) |
Resulting knowledge | Resulting knowledge | ID |
Create related change
Within a problem, it is possible to create a change from a problem. In doing so, the problem will be automatically associated to the change and certain fields will be copied over automatically. This is done via the config menu found in the top right of the form.
This utilises the reclassification field map table and does the following.
Incident field | Problem field |
|---|---|
Assignment group | Assignment group |
Description | Description |
Priority | Priority |
Service | Service |
Short description | Short description |
N/A | Work journal (A combination of the original problem number, classification path and description) |
Related configuration items | Related configuration items |
In addition to creating the change from the problem, the problem will automatically resolve when the related change has completed (assuming the problem itself is not already resolved or closed). In addition to this, the problem will receive its closure notes and have work journal updates when it completes.