Problem Management module configuration

This section contains default values for the user interface configuration items in the Problem Management module. The Problem Management module supports the following ITSM versions:

  • 7.0
  • 8.0 
  • 8.1
  • 8.1.02

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Default configuration values for Problem Management module

Configuration Item

Description

Adapter

ARSAdapter

Problem_Schema

<schema-mappings>

<Query type="string" fields="Query_Mappings">PBM:Problem Investigation</Query>
  <Create type="string" fields="Create_Mappings">PBM:ProblemInterface_Create</Create>
  <Update type="string" fields="Update_Mappings">PBM:ProblemInterface</Update>
</schema-mappings>

Problem_Concept_Template

<Investigations>
  <Investigation />
</Investigations>

Version

v7.0

System_Type

Remedy ARS

Problem_Status_Mappings

<status-mappings>
  <mapping name="New" type="string">0</mapping>
  <mapping name="Assigned" type="string">1</mapping>
  <mapping name="In Progress" type="string">2</mapping>
  <mapping name="Pending" type="string">3</mapping>
  <mapping name="Resolved" type="string">4</mapping>
  <mapping name="Closed" type="string">5</mapping>
  <mapping name="Cancelled" type="string">6</mapping>
</status-mappings>

Problem_Priority_Mappings

<priority-mappings>
  <mapping name="Critical" type="string">0</mapping>
  <mapping name="High" type="string">1</mapping>
  <mapping name="Medium" type="string">2</mapping>
  <mapping name="Low" type="string">3</mapping>
</priority-mappings>

Problem_Impact_Mappings

<impact-mappings>
  <mapping name="1-Extensive/Widespread" type="string">1000</mapping>
  <mapping name="2-Significant/Large" type="string">2000</mapping>
  <mapping name="3-Moderate/Limited" type="string">3000</mapping>
  <mapping name="4-Minor/Localized" type="string">4000</mapping>
</impact-mappings>

Collection

<values>
  <field name="somename" />
</values>

Problem_Query_Mappings

 Problem_Query_Mappings

<mappings>
  <problem-id>Problem Investigation ID</problem-id>
  <first-name>First Name</first-name>
  <last-name>Last Name</last-name>
  <assigned-group>Assigned Group</assigned-group>
  <investigation-status>Investigation Status</investigation-status>
  <investigation-status-reason>Invesitgation Status Reason</investigation-status-reason>
  <impact>Impact</impact>
  <description>Description</description>
  <priority>Priority</priority>
  <priority-weight>Priority Weight</priority-weight>
  <assigned-support-org>Assigned Support Organization</assigned-support-org>
  <company>Company</company>
  <contact-company>Contact Company</contact-company>
  <support-org-requester>Support Organization Requestor</support-org-requester>
  <support-group-name-requester>Support Group Name Requester</support-group-name-requester>
 <urgency>Urgency</urgency>
  <investigation-driver>Investigation Driver</investigation-driver>
  <investigation-justification>Investigation Justification</investigation-justification>
  <action queryable="false" type="string">z1D Action</action>
  <assigned-support-company>Assigned Support Company</assigned-support-company>
  <product-cat-tier1>Product Categorization Tier 1</product-cat-tier1>
  <product-cat-tier2>Product Categorization Tier 2</product-cat-tier2>
  <product-cat-tier3>Product Categorization Tier 3</product-cat-tier3>
  <product-name>Product Name</product-name>
  <product-model-version>Product Model/Version</product-model-version>
  <manufacturer>Manufacturer</manufacturer>
  <temporary-workaround>Temporary Workaround</temporary-workaround>
  <generic-categorization-tier1>Generic Categorization Tier 1</generic-categorization-tier1>
  <categorization-tier1>Categorization Tier 1</categorization-tier1>
  <categorization-tier2>Categorization Tier 2</categorization-tier2>
  <categorization-tier3>Categorization Tier 3</categorization-tier3>
 <site-group>Site Group</site-group>
  <site>Site</site>
  <region>Region</region>
  <detailed-description>Detailed Decription</detailed-description>
  <pbm-location-address>PBM Location Address</pbm-location-address>
</mappings>

Problem_Urgency_Mappings

<urgency-mappings>
  <mapping name="1-Critical" type="string">1000</mapping>
  <mapping name="2-High" type="string">2000</mapping>
  <mapping name="3-Medium" type="string">3000</mapping>
  <mapping name="4-Low" type="string">4000</mapping>
</urgency-mappings>

Problem_Service_Type_Mappings

<service-type-mappings>
  <mapping name="User Service Restoration" type="string">0</mapping>
  <mapping name="User Service Request" type="string">1</mapping>
  <mapping name="Infrastructure Restoration" type="string">2</mapping>
  <mapping name="Infrastructure Event" type="string">3</mapping>
</service-type-mappings>

Problem_Reported_Source_ Mappings

<reported-source-mappings>
  <mapping name="Direct Input" type="string">1000</mapping>
  <mapping name="Email" type="string">2000</mapping>
  <mapping name="External Escalation" type="string">3000</mapping>
  <mapping name="Fax" type="string">4000</mapping>
  <mapping name="Systems Management" type="string">5000</mapping>
  <mapping name="Phone" type="string">6000</mapping>
  <mapping name="Voice Mail" type="string">7000</mapping>
  <mapping name="Walk In" type="string">8000</mapping>
  <mapping name="Web" type="string">9000</mapping>
  <mapping name="Other" type="string">10000</mapping>
</reported-source-mappings>

Problem_Status_Reason_Mappings

 Problem_Status_Reason_Mappings

<status-reason-mappings>
  <mapping name="Known Error" type="string">1000</mapping>
  <mapping name="Unresolvable" type="string">2000</mapping>
  <mapping name="Solution Database" type="string">3000</mapping>
  <mapping name="Enhancement Request" type="string">4000</mapping>
  <mapping name="Duplicate Investigation" type="string">5000</mapping>
  <mapping name="Local Site Action Required" type="string">6000</mapping>
  <mapping name="Purchase Order Approval" type="string">7000</mapping>
  <mapping name="Registration Approval" type="string">8000</mapping>
  <mapping name="Infrastructure Change" type="string">9000</mapping>
  <mapping name="Support Contact Hold" type="string">10000</mapping>
  <mapping name="Third Party Vendor Action Reqd" type="string">11000</mapping>
  <mapping name="Pending Original Problem" type="string">12000</mapping>
  <mapping name="Supplier Delivery" type="string">13000</mapping>
  <mapping name="Request" type="string">14000</mapping>
  <mapping name="Client Action Required" type="string">15000</mapping>
  <mapping name="Client Hold" type="string">16000</mapping>
  <mapping name="Monitoring Problem" type="string">17000</mapping>
  <mapping name="Future Enhancement" type="string">18000</mapping>
  <mapping name="Automated Resolution Reported" type="string">19000</mapping> 
</status-reason-mappings>

Problem_Update_Mappings

 Problem_Update_Mappings

<mappings>
  <problem-id>Problem Investigation ID</problem-id>
  <first-name>First Name</first-name>
  <last-name>Last Name</last-name>
  <assigned-group>Assigned Group</assigned-group>
  <investigation-status>Investigation Status</investigation-status>
  <investigation-status-reason>Invesitgation Status Reason</investigation-status-reason>
  <impact>Impact</impact>
  <description>Description</description>
  <priority>Priority</priority>
  <priority-weight>Priority Weight</priority-weight>
  <assigned-support-org>Assigned Support Organization</assigned-support-org>
  <company>Company</company>
  <contact-company>Contact Company</contact-company>
  <support-org-requester>Support Organization Requestor</support-org-requester>
  <support-group-name-requester>Support Group Name Requester</support-group-name-requester>
  <urgency>Urgency</urgency>
  <investigation-driver>Investigation Driver</investigation-driver>
  <investigation-justification>Investigation Justification</investigation-justification>
  <action queryable="false" type="string">z1D Action</action>
  <assigned-support-company>Assigned Support Company</assigned-support-company>
  <product-cat-tier1>Product Categorization Tier 1</product-cat-tier1>
  <product-cat-tier2>Product Categorization Tier 2</product-cat-tier2>
  <product-cat-tier3>Product Categorization Tier 3</product-cat-tier3>
  <product-name>Product Name</product-name>
  <product-model-version>Product Model/Version</product-model-version>
  <manufacturer>Manufacturer</manufacturer>
  <temporary-workaround>Temporary Workaround</temporary-workaround>
  <generic-categorization-tier1>Generic Categorization Tier 1</generic-categorization-tier1>
  <categorization-tier1>Categorization Tier 1</categorization-tier1>
  <categorization-tier2>Categorization Tier 2</categorization-tier2>
  <categorization-tier3>Categorization Tier 3</categorization-tier3>
  <site-group>Site Group</site-group>
  <site>Site</site>
  <region>Region</region>
  <detailed-description>Detailed Decription</detailed-description>
  <pbm-location-address>PBM Location Address</pbm-location-address>
</mappings>

Problem_Create_Mappings

<mappings>
  <request-id type="int">Request ID</request-id>
  <problem-id type="string">Problem Investigation ID</problem-id>
  <description type="string">Description</description>
  <first-name type="string">First Name</first-name>
  <last-name type="string">Last Name</last-name>
  <status type="int">Status</status>
  <impact type="int">Impact</impact>
  <urgency type="int">Urgency</urgency>
  <investigation-driver type="string">Investigation Driver</investigation-driver>
  <action queryable="false" type="string">z1D_Action</action>
</mappings>

Solution_Schema

<schema-mappings>
  <Query type="string" fields="Query_Mappings">PBM:Solution Database</Query>
  <Create type="string" fields="Create_Mappings">PBM:ProblemInterface_Create</Create>
  <Update type="string" fields="Update_Mappings">PBM:SolutionInterface</Update>
</schema-mappings>

Problem_Investigation_Driver_ Mappings

<driver-mappings>
  <mapping name="High Impact Incident" type="string">0</mapping>
  <mapping name="Re-Occuring Incident" type="string">1</mapping>
  <mapping name="None-Routine Incident" type="string">2</mapping>
  <mapping name="Other" type="string">3</mapping>
</driver-mappings>

Problem_Investigation_Status_ Mappings

<status-mappings>
  <mapping name="Draft" type="string">0</mapping>
  <mapping name="Under Review" type="string">1</mapping>
  <mapping name="Request For Authorization" type="string">2</mapping>
  <mapping name="Assigned" type="string">3</mapping>
  <mapping name="Under Investigation" type="string">4</mapping>
  <mapping name="Pending" type="string">5</mapping>
  <mapping name="Completed" type="string">6</mapping>
  <mapping name="Rejected" type="string">7</mapping>
  <mapping name="Closed" type="string">8</mapping>
  <mapping name="Cancelled" type="string">9</mapping>
</status-mappings>

KnownError_Schema

<schema-mappings>
  <Query type="string" fields="Query_Mappings">PBM:Known Error</Query>
  <Create type="string" fields="Create_Mappings">PBM:ProblemInterface_Create</Create>
  <Update type="string" fields="Update_Mappings">PBM:KnownErrorInterface</Update>
</schema-mappings>

KnownError_Concept_Template

<KnownErrors>
  <KnownError />
</KnownErrors>

KnownError_Status_Mappings

<status-mappings>
  <mapping name="New" type="string">0</mapping>
  <mapping name="Assigned" type="string">1</mapping>
  <mapping name="In Progress" type="string">2</mapping>
  <mapping name="Pending" type="string">3</mapping>
  <mapping name="Resolved" type="string">4</mapping>
  <mapping name="Closed" type="string">5</mapping>
  <mapping name="Cancelled" type="string">6</mapping>
</status-mappings>

KnownError_Priority_Mappings

<priority-mappings>
  <mapping name="Critical" type="string">0</mapping>
  <mapping name="High" type="string">1</mapping>
  <mapping name="Medium" type="string">2</mapping>
  <mapping name="Low" type="string">3</mapping>
</priority-mappings>

KnownError_Impact_Mappings

<impact-mappings>
  <mapping name="1-Extensive/Widespread" type="string">1000</mapping>
  <mapping name="2-Significant/Large" type="string">2000</mapping>
  <mapping name="3-Moderate/Limited" type="string">3000</mapping>
  <mapping name="4-Minor/Localized" type="string">4000</mapping>
</impact-mappings>

KnownError_Query_Mappings

 KnownError_Query_Mappings

<mappings>
  <known-error-id>Known Error ID</known-error-id>
  <assigned-group>Assigned Group</assigned-group>
  <assignee>Assignee</assignee>
  <known-error-status>Known Error Status</known-error-status>
  <impact>Impact</impact>
  <description>Description</description>
  <priority>Priority</priority>
  <priority-weight>Priority Weight</priority-weight>
  <assigned-support-org>Assigned Support Organization</assigned-support-org>
  <company>Company</company>
  <searchable>Searchable</searchable>
 <category>Category</category>
  <urgency>Urgency</urgency>
  <action queryable="false" type="string">z1D Action</action>
  <assigned-support-company>Assigned Support Company</assigned-support-company>
  <product-cat-tier1>Product Categorization Tier 1</product-cat-tier1>
  <product-cat-tier2>Product Categorization Tier 2</product-cat-tier2>
  <product-cat-tier3>Product Categorization Tier 3</product-cat-tier3>
  <product-name>Product Name</product-name>
  <product-model-version>Product Model/Version</product-model-version>
  <manufacturer>Manufacturer</manufacturer>
  <temporary-workaround>Temporary Workaround</temporary-workaround>
  <generic-categorization-tier1>Generic Categorization Tier 1</generic-categorization-tier1>
  <categorization-tier1>Categorization Tier 1</categorization-tier1>
  <categorization-tier2>Categorization Tier 2</categorization-tier2>
  <categorization-tier3>Categorization Tier 3</categorization-tier3>
  <detailed-description>Detailed Decription</detailed-description>
  <secure-log>z1D_Secure_Log</secure-log>
  <view-access>z1D_View_Access</view-access>
  <details-log>z1D_Details</details-log>
  <activity-date>z1D_ActivityDate_tab</activity-date>
</mappings>

KnownError_Urgency_Mappings

<urgency-mappings>
  <mapping name="1-Critical" type="string">1000</mapping>
  <mapping name="2-High" type="string">2000</mapping>
  <mapping name="3-Medium" type="string">3000</mapping>
  <mapping name="4-Low" type="string">4000</mapping>
</urgency-mappings>

KnownError_Status_Reason_ Mappings

<status-reason-mappings>
  <mapping name="Infrastructure Change Created" type="string">1000</mapping>
  <mapping name="Local Site Action Required" type="string">2000</mapping>
  <mapping name="Purchase Order Approval" type="string">3000</mapping>
  <mapping name="Registration Approval" type="string">4000</mapping>
  <mapping name="Supplier Delivery" type="string">5000</mapping>
  <mapping name="Support Contact Hold" type="string">6000</mapping>
  <mapping name="Third Party Vendor Action Reqd" type="string">7000</mapping>
  <mapping name="Client Action Required" type="string">8000</mapping>
  <mapping name="Infrastructure Change" type="string">9000</mapping>
  <mapping name="Request" type="string">10000</mapping>
  <mapping name="Future Enhancement" type="string">11000</mapping>
  <mapping name="Pending Origional Incident" type="string">12000</mapping>
  <mapping name="Client Hold" type="string">13000</mapping>
  <mapping name="Monitoring Incident" type="string">14000</mapping>
  <mapping name="Customer Follow-Up Required" type="string">15000</mapping>
  <mapping name="Temporary Corrective Action" type="string">16000</mapping>
  <mapping name="No Further Action Required" type="string">17000</mapping>
  <mapping name="Resolved by Origional Incident" type="string">18000</mapping>
</status-reason-mappings>

KnownError_Update_Mappings

 KnownError_Update_Mappings

<mappings>
  <known-error-id>Known Error ID</known-error-id>
  <assigned-group>Assigned Group</assigned-group>
  <assignee>Assignee</assignee>
  <known-error-status>Known Error Status</known-error-status>
  <status-reason>Status Reason</status-reason>
  <impact>Impact</impact>
  <description>Description</description>
  <priority>Priority</priority>
  <priority-weight>Priority Weight</priority-weight>
  <assigned-support-org>Assigned Support Organization</assigned-support-org>
  <company>Company</company>
  <searchable>Searchable</searchable>
  <category>Category</category>
  <urgency>Urgency</urgency>
  <action queryable="false" type="string">z1D Action</action>
  <assigned-support-company>Assigned Support Company</assigned-support-company>
  <product-cat-tier1>Product Categorization Tier 1</product-cat-tier1>
  <product-cat-tier2>Product Categorization Tier 2</product-cat-tier2>
  <product-cat-tier3>Product Categorization Tier 3</product-cat-tier3>
  <product-name>Product Name</product-name>
  <product-model-version>Product Model/Version</product-model-version>
  <manufacturer>Manufacturer</manufacturer>
  <temporary-workaround>Temporary Workaround</temporary-workaround>
  <generic-categorization-tier1>Generic Categorization Tier 1</generic-categorization-tier1>
  <categorization-tier1>Categorization Tier 1</categorization-tier1>
  <categorization-tier2>Categorization Tier 2</categorization-tier2>
  <categorization-tier3>Categorization Tier 3</categorization-tier3>
  <detailed-description>Detailed Decription</detailed-description>
  <worklog-details>z1D_WorkLogDetails</worklog-details>
  <activity-type>z1D_ActivityType</activity-type>
  <secure-log>z1D_Secure_Log</secure-log>
  <view-access>z1D_View_Access</view-access>
  <details-log>z1D_Details</details-log>
  <activity-date>z1D_ActivityDate_tab</activity-date>
  <communications-source>z1D_CommunicationsSource</communications-source>
</mappings>

KnownError_Create_Mappings

<mappings>
  <request-id type="int">Request ID</request-id>
  <known-error-id type="string">Known Error ID</known-error-id>
  <description type="string">Description</description>
  <detailed-description type="string">Detailed Decription</detailed-description>
  <known-error-status type="int">Known Error Status</known-error-status>
  <impact type="int">Impact</impact>
  <urgency type="int">Urgency</urgency>
  <view-access type="string">View Access</view-access>
  <action queryable="false" type="string">z1D_Action</action>
</mappings>

KnownError_View_Access_ Mappings

<mappings>
  <mapping name="Internal" type="string">0</mapping>
  <mapping name="Public" type="string">1</mapping>
</mappings>

Solution_View_Access_Mappings

<mappings>
  <mapping name="Internal" type="string">0</mapping>
  <mapping name="Public" type="string">1</mapping>
</mappings>

Solution_Query_Mappings

 Solution_Query_Mappings

<mappings>
  <solution-database-id>Solution Database ID</solution-database-id>
  <assignee>Assignee</assignee>
  <assigned-group>Assigned Group</assigned-group>
  <solution-status>Solution Status</solution-status>
  <solution-details>Solution</solution-details>
  <solution-type>Solution_Type</solution-type>
  <status-reason>Status_Reason</status-reason>
  <solution-description>Solution Description</solution-description>
  <description>Abstract</description>
  <assigned-support-org>Assigned Support Organization</assigned-support-org>
  <company>Company</company>
  <searchable>Searchable</searchable>
  <contact-company>Contact Company</contact-company>
  <action queryable="false" type="string">z1D Action</action>
  <assigned-support-company>Assigned Support Company</assigned-support-company>
  <product-cat-tier1>Product Categorization Tier 1</product-cat-tier1>
  <product-cat-tier2>Product Categorization Tier 2</product-cat-tier2>
  <product-cat-tier3>Product Categorization Tier 3</product-cat-tier3>
  <product-name>Product Name</product-name>
  <product-model-version>Product Model/Version</product-model-version>
  <manufacturer>Manufacturer</manufacturer>
  <categorization-tier1>Categorization Tier 1</categorization-tier1>
  <categorization-tier2>Categorization Tier 2</categorization-tier2>
  <categorization-tier3>Categorization Tier 3</categorization-tier3>
  <view-access>z1D_View_Access</view-access>
</mappings>

Solution_Update_Mappings

 Solution_Update_Mappings

<mappings>
  <solution-database-id>Solution Database ID</solution-database-id>
  <assignee>Assignee</assignee>
  <assigned-group>Assigned Group</assigned-group>
  <solution-type>Solution_Type</solution-type>
  <solution-status>Solution Status</solution-status>
  <solution-details>Solution</solution-details>
  <status-reason>Status_Reason</status-reason>
  <solution-description>Solution Description</solution-description>
  <description>Abstract</description>
  <assigned-support-org>Assigned Support Organization</assigned-support-org>
  <company>Company</company>
  <searchable>Searchable</searchable>
  <contact-company>Contact Company</contact-company>
  <action queryable="false" type="string">z1D Action</action>
  <assigned-support-company>Assigned Support Company</assigned-support-company>
  <product-cat-tier1>Product Categorization Tier 1</product-cat-tier1>
  <product-cat-tier2>Product Categorization Tier 2</product-cat-tier2>
  <product-cat-tier3>Product Categorization Tier 3</product-cat-tier3>
  <product-name>Product Name</product-name>
  <product-model-version>Product Model/Version</product-model-version>
  <manufacturer>Manufacturer</manufacturer>
  <categorization-tier1>Categorization Tier 1</categorization-tier1>
  <categorization-tier2>Categorization Tier 2</categorization-tier2>
  <categorization-tier3>Categorization Tier 3</categorization-tier3>
  <solution-keyword>z1D Solution Keyword</solution-keyword>
  <view-access>z1D_View_Access</view-access>
  <worklog-details>z1D_WorkLogDetails</worklog-details>
  <activity-type>z1D_ActivityType</activity-type>
  <secure-log>z1D_Secure_Log</secure-log>
  <details-log>z1D_Details</details-log>
  <activity-date>z1D_ActivityDate_tab</activity-date>
  <communications-source>z1D_CommunicationsSource</communications-source>
</mappings>

Solution_Create_Mappings

<mappings>
  <request-id>Request ID</request-id>
  <solution-database-id>Solution Database ID</solution-database-id>
  <solution-status>Solution Status</solution-status>
  <solution-details>Solution</solution-details>
  <status-reason>Status_Reason</status-reason>
  <solution-description>Solution Description</solution-description>
  <description>Description</description>
  <company>Company</company>
  <contact-company>Contact Company</contact-company>
  <action queryable="false" type="string">z1D_Action</action>
  <view-access>View Access</view-access>
</mappings>

Solution_Concept_Template

<Solutions>
  <Solution />
</Solutions>

Solution_Status_Mappings

<status-mappings>
  <mapping name="Draft" type="string">1</mapping>
  <mapping name="Proposed" type="string">4</mapping>
</status-mappings>

Solution_Status_Reason_Mappings

<status-reason-mappings>
  <mapping name="Publish" type="string">1000</mapping>
  <mapping name="Reject" type="string">2000</mapping>
  <mapping name="Not Applicable" type="string">3000</mapping>
</status-reason-mappings>

Solution_Type_Mappings

<solution-type-mappings>
  <mapping name="FAQ" type="string">1000</mapping>
</solution-type-mappings>
 
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