This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Problem Management rules

You can configure Problem Management with rules that best suit your organization's business needs. Problem Management rules determine how problem investigations, solution database entries, and known errors are assigned through the Assignment Engine.

The rules also determine how many days before problem investigations with a status of Completed and known errors with a status of Corrected automatically move to the Closed status.

To configure or update Problem Management rules

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Problem Management > Advanced Options > Rules, and then click Open.
    The Configure Problem Rules form appears.
  3. To modify an existing rule, search for the rule, and then open it.
  4. Select the company to which this rule applies.
    If it applies to all companies, select Global.
  5. In the Description field, enter a brief description of the rule.
  6. To use the assignment engine to automatically assign problem investigations, known errors, and solution database entries to individuals, perform the following steps:
    1. Set Assignment Engine Integration to Yes.
    2. For the role being assigned, select how assignments are routed.
      You can select the assignment process problem managers or assignees for problems, solution database entries, and known errors. For example, the Problem Manager Assignment Process (Problem)list value determines the process for automatically assigning a problem manager to an investigation. The following table describes the available assignment processes.

      Assignment process

      Description

      Capacity

      The capacity for each person is specified in the Capacity Rating field on the People form. The capacity assignment process is a ratio-based method. For example, if person A has a capacity of 100 and person B has a capacity of 200, person B can handle twice as many tickets as person A; the assignment engine assigns two tickets to B, then assigns one ticket to A.

      Number

      The People form tracks the number of tickets assigned to the person. The number assignment process selects the person with the least number of tickets already assigned.

      Round Robin

      The People form keeps track of the last time the person received an assignment. The round robin assignment process selects the person who was least recently assigned a service request.

  7. Select whether the program requires that CI records are related to the problem investigation record or a known error record, according to the following rules:

    Rule

    Action

    Require Service CI Related On Submit (Problem)

    Click Yes to ensure a business service CI is related to the problem investigation record when the problem investigation record is submitted.

    Require CI Related On Completed (Problem)

    Click Yes to ensure a CI is related to the problem investigation record when the user moves the problem investigation record to the closed state.

    Require Service CI Related On Submit (Known Error)

    Click Yes to ensure a business service CI is related to the known error record when the known error record is submitted.

    Require CI Related On Corrected (Known Error)

    Click Yes to ensure a CI is related to the known error record when the user moves the known error record to the closed state.

  8.  Select whether you want Problem Management to automatically create impacted area information, based on the location provided in the Problem Location field on the Problem Investigation form. The default selection is No.  

  9. To configure the number of days after which a problem investigation or known error automatically move to the Closed status, type the number of days in the Problem Auto Close Completion (in Days) and the Known Error Auto Close Corrected (in Days)fields.

    Note

    The number of days is calculated from the Last Completed Date of the problem investigation record and the Last Corrected Date of the known error record. The escalation runs daily at 2:00 A.M.

  10. Click Save.
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