Configuring Problem Management rules

When a user selects the impact and urgency of a problem investigation or a known error, Problem Management adds the numerical weights together to calculate the priority weight and assign a descriptive priority. 

As an administrator, you can make changes to individual global values. You can configure Problem Management with rules that best suit your organization's business needs.  Problem Management rules determine how problem investigations 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, select Problem Management > Advanced Options > Rules, and then click Open.
3. In the Configure Problem Rules form, search for the rule, and then open it.
4. Select the company to which this rule applies, or select Global if it applies to all companies.
5. In the Description field, enter a brief description of the rule.
6. To use the Assignment Engine to automatically assign problem investigations and known error 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 and known errors. For example, Problem Manager Assignment Process (Problem) 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, and 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.

      For information about configuring the Assignment Engine, see  Integrating the Assignment Engine into an application.

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 create impacted area information automatically, 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, enter the number of days in the Problem Auto Close Completion (in Days) and the Known Error Auto Close Corrected (in Days) fields.
   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.