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BMC Atrium Orchestrator Content 20.14.02 ... Operations actions management modules and utilities Operations Actions Management modules Problem Management module

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

<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

<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

<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

<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

<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

<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

<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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Last modified by Shweta Hardikar on Nov 24, 2014
problem_management module configuration

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