Problem Business Object Reference
The following sections describe the default Problem business object.
Problem Business Object Field Descriptions
Field name | Type | Size | Comments |
|---|---|---|---|
Category | Text | 60 | Pick list for the category. |
ClosedBy | Text | 100 | $CurrentUserName() |
ClosedDateTime | DateTime | n/a | $CurrentDateTime() |
CreatedBy | Text | 100 | $CurrentUserName() |
CreatedDateTime | DateTime | n/a | $CurrentDateTime() |
Description | Text | 4000 | Details of the problem. |
ErrorMessage | Text | 1000 | Text of the error message. |
FirstIncidentLinked | DateTime | n/a | |
Impact | Text | 10 | Pick list for the impact. |
IncidentToRootCause Duration | Number | 12 digits | |
IsInFinalState | Boolean | Y/N | |
IsWorkAround | Boolean | Y/N | |
KnownErrorDate | DateTime | n/a | Date when established. |
KnownErrorDuration | Number | 10 digits | Computed |
KPIAfterIdentification | Number | 12 digits | |
KPIBeforeIdentification | Number | 12 digits | |
KPITimeUntilRootCause | Number | 12 digits | |
LastModBy | Text | 100 | $CurrentUserName() |
LastModDateTime | DateTime | n/a | $CurrentDateTime() |
OrganizationalUnit | Text | 60 | Impacted organization unit. |
Owner | Text | 100 | Assigned owner. |
OwnerEmailAddress | Text | 100 | Email address of the owner. |
OwnerLink | Link | n/a | |
OwnerTeam | Text | 100 | Assigned owner team. |
OwnerType | Text | 30 | $DefaultUserType() |
Priority | Text | 10 | Based on the impact, urgency, and severity. |
ProblemDuration | Number | 10 digits | Known error date; the created date. |
ProblemLifetime | Number | 10 digits | Closed date; the created date. |
ProblemNumber | Number | 10 digits | Auto generated from a counter. |
RecId | Text | 32 | Record ID. |
Resolution | Text | 4000 | When the problem is resolved. |
ResolutionAction | Text | 100 | Pick list for the resolution action. |
ResolutionEscLink | Link | n/a | When auto resolved. |
ResponseEscalationLink | Link | n/a | |
RootCause | Text | 400 | When a request for change is submitted. |
RootCauseDateTime Created | DateTime | n/a | |
Service | Text | 40 | Impacted service |
Source Source | Text | 25 | |
Status | Text | 40 | Pick list for the status. |
Subject Summary | Text | 100 | Brief description of the problem. |
TargetResolutionTime | DateTime | n/a | |
TotalWaitingDuration | Number | 8 digit, 2 decimal | |
TypeOfProblem | Text | 60 | Auto-filled. Values can be problem or known error. |
Urgency | Text | 10 | Pick list for the urgency. |
WaitingEscLink | Link | n/a | |
Workaround | Text | 4000 | Describes a workaround. |
Problem Business Object Relationship Definitions
Relationship | Type | Cardinality |
|---|---|---|
ProblemAssociatesAnnouncement | associated | zero or many |
ProblemContainsAttachment | contains | zero or one |
AuditHistoryRelationship | contains | exactly one |
BusinessServiceAssociatesProblem | associated | zero or many |
ProblemAssociatesChange | associated | zero or many |
CIAssociatesProblem | associated | zero or many |
FAQAssociatedProblem | associated | zero or many |
ProblemAssociatedEscalationWatch | associated | zero or one |
ProblemAssociatedByWorkflowInstance | associated | zero or one |
FRS_KnowledgeAssociatedProblem | associated | zero or many |
ProblemAssociatedMyItem | associated | zero or one |
ProblemAssociatesIncident | associated | zero or one |
ProblemAssocInventoryItem | associated | zero or many |
ProblemContainsJournal | contains | zero or one |
ProblemAssocKnowledge | associated | zero or many |
ProblemAssocProblemWorkaround | associated | zero or many |
ProblemAssociProfileEmployee | associated | zero or many |
ProblemAssociatesReleaseProject | associated | zero or many |
ServiceCatalogAssociatesProblem | associated | zero or many |
ProblemAssocStandardUserTeam | associated | zero or one |
ProblemContainsTask | associated | zero or one |
Problem Business Object Layouts
Layout | Context | Roles |
|---|---|---|
Problem Layout | Create, change, or view a problem. |
|
Problem Business Object Forms
Name | Purpose |
|---|---|
Problem | Main problem edit. |
Problem.Brief | Brief preview below list (browse). |
Problem.PopUp | Pop-up view. |
ProblemRootCause | Shows the root cause of the problem. |
Problem.Workaround | Shows a workaround for the problem. |
Problem.Detail | Shows the details tab. |
Problem.DataEntry | Shows the details tab plus the problem ID on the header . |
Problem Business Object Quick Actions
Name | Invocation | Description |
|---|---|---|
Request for change | Manual | Creates a new change using problem data. |
New Document Article | Manual | Creates a new knowledge article based on the contents of the current problem. |
New Error Message Article | | |
New Issue and Resolution Article | | |
New Patch Article | | |
New Q&A Article | | |
New Reference Article | | |
Close Related Incidents | Manual | Closes all incidents related to the current problem. |
Problem Status to Closed | Auto | Updates the status of the problem to closed. Invoked from the Problem Close Process demo workflow via the Close Related Problems quick action. |
Resolve Incidents | Manual | Sets the incident status to resolved. Accomplished by invoking the Resolve Incident Related to Problem quick action against the related incidents. |
Problem Business Object Business Rules
Name | Description |
|---|---|
CI Owner Notification for Problem Cause Identification | Sends notification to the related configuration item owner if the configuration item is identified as the root cause for the problem. |
Major Problem Root Cause Identification | Sends notification to the Problem Review Board when the root cause of a major problem is identified. |
New Problem Notification | Sends notification to the owner for a new problem. |
New Priority 1 Problem Notification | Sends notification to the owner for a new problem. |
First incident is Linked | Detects when the first incident is linked to the problem to populate the date and time to field Problem.FirstIncidentLinked. |
Major Problem Resolution Notification for Problem Review Board | Major problem review. |
New Link On Problem Review Board | New link on Problem Review Board. |
New Service Linked Add To Problem Review Board | New service linked add to Problem Review Board. |
Resolve all Related Incidents when Problem Closed | Closes any incident records linked to a parent problem record that has been closed. |
Root Cause has been Found | Root cause has been found. |
Start Investigation of Problem | Starts an investigation of the problem. |
Workaround Notification for Incident Owner | Workaround has been created. |
Problem Business Object Searches
Name | Criteria |
|---|---|
Open problems | Find 'Problem' where: Problem# Status Not in List Canceled, Closed |
Active problem with CIs | Find 'Problem' where: Problem# Status Equal To Active AND CI# RecID IsNotEmpty |
Closed problem last 30 days | Find 'Problem' where: Problem# Status Equal To Closed AND Problem# ClosedDateTime EqualTo $(LastThirtyDays()) |
Active problems | Find 'Problem' where: Problem# Status Equal To Active |
Active problems with linked incidents | Find 'Problem' where: Problem# Status Equal To Active AND Incident# RecID IsNotEmpty |
All problems | Find 'Problem' where: Problem# RecID Is Not Empty |
Closed problems | Find 'Problem' where: Problem# Status Equal To Closed |
High priority problems | Find 'Problem' where: Problem# Priority Equal To 1 |
Known error without workarounds | Find 'Problem' where: Problem# Type of Problem Equal To Known Error AND Problem# Workaround IsEmpty AND Problem# Status NotInList Closed, Resolved |
Known errors | Find 'Problem' where: Problem# Type of Problem Equal To Known Error |
Logged problems | Find 'Problem' where: Problem# Status Equal To Logged |
My active problems | Find 'Problem' where:Problem# Status InList Active AND Problem# Owner Equal To $(CurrentLoginId()) |
My problems | Find 'Problem' where: Problem# Owner Equal To $(CurrentLoginId()) |
My team's problem | Find 'Problem' where: Problem# OwnerTeam Equal To $(CurrentUserTeam()) |
Priority 1 active problems | Find 'Problem' where: Problem# Priority Equal To 1 AND Problem# Status Equal To Active |
Problem past target date | Find 'Problem' where: Problem# TargetResolutionDate Less Than $(CurrentDateTime()) AND Problem# Status Not In List Closed, Resolved |
Problem received today | Find 'Problem' where: Problem# CreatedDateTime Equal To $(CurrentDate()) |
Problem with root cause found | Find 'Problem' where: Problem# Root Cause Created Greater Than $(StartOfThisYear()) |
Problems with change | Find 'Change' where: Change# RecID Is Not Empty |
Problems with CIs | Find 'CI' where: CI# RecID Is Not Empty |
Problems with incident to root cause duration calculated | Find 'Problem' where: Problem# Incident To Root Cause Created Greater Than 0 |
Problems with linked incidents after identification of issue | Find 'Problem' where: Problem# Status Equal To Identified AND Incident# RecID Is Not Empty |
Problems with linked incidents before identification | Find 'Problem' where: Problem# Status Not In List Canceled, Closed, Identified, Investigation, Resolved, Waiting for 3rd Party, Waiting for Resource AND Incident# RecID Is Not Empty |
Problems with pending tasks | Find 'Task' where Status In List Accepted, Waiting |
Problems with workarounds | Find 'Problem' where: Problem# Workaround Is Not Empty |