The objective of Problem Management is to resolve the underlying root cause of incidents and consequently prevent incidents from recurring [ITIL]. Proactive Problem Management aims to identifying and solving Problems and Known Errors before the incidents occur.
The Problem Management Process Management Pack provides basic capabilities to document problems, link incidents and research the problems through basic search capability. Though it does not provide any workflows but the partners could extend it to include automated workflows to automate aspects of problem management process.
Some of the key terms associated with Problem Management are:
A typical Problem Management Process Flow
In version 1 Service Manager offers basic problem management capabilities that includes basic customizations, problem creation from multiple incidents, capturing known errors, workarounds, problem review flag and auto resolution of linked incidents.
Customizing Problem Management
Linking Incidents to Problem or Creating a Problem from Incidents
Given below is one of the ways of creating problem record:
Problem Form and Problem Management Workflow
The Auto Resolve Option is greyed out for our system. Is this a settings issue or is it due to one of the incidents being resolved already?
You need to click on the Resolve Task - then the Auto Resolve check box nd Resolution text box will be enabled.
Can a workflow be created to mail the Problem Analyst when they have been assigned a new Problem?
Can someone please tell me, why I do not get the option to mark "Auto-resolve all incidents associated with this problem" in resolution details? I hope to get an answer. Many thanks.
The option will be available in the Resolution tab, once you click on the resolve task - you should see the Auto Resolve check box.
Can we add more column under the Work Items (Related Items)
From within our Incident form, if I click the "Link Problem" task on the right it allows me to link it to an already open Problem. Incidents linked this way do not show the Problem on the Related Items tab under Work Items. They do, however, auto-resolve
when the box is checked in the Problem record.
But, If an Incident is linked to the Problem from the Related Items tab (added to Work Items) it will not auto-resolve when the Problem is closed.
So, 2 things here: Why doesn't clicking Link Problem add the Problem record to the Related Work Items, & Why doesn't an Incident related to the Problem in Related Work Items auto-resolve when the Problem is resolved?