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:
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| <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> |
| <Investigations> <Investigation /> </Investigations> |
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| <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> |
| <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> |
| <values> <field name="somename" /> </values> |
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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>
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| <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>
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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>
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| <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> |
| <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> |
| <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>
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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>
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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> |
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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>
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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>
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| <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> |
| <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> <mapping name="FAQ" type="string">1000</mapping> </solution-type-mappings> |