Problem Automation Processes
CSM provides the following OOTB Problem Automation Processes:
Name | Description |
---|---|
Notify Problem Owner of Assignment | When the Owned By Field of a Problem changes, the process initiates the Notify Owned By via E-mail One-Step Action, which sends a notification e-mail to the new owner. |
Notify Problem Team of Assignment | When the Owned By Team Field of a Problem changes, the process initiates the Notify Owned By Team via E-mail One-Step Action, which sends a notification e-mail to members of the Team that owns the changed Problem. |
Inactivity Escalation | Waits two days after the Last Modified Date Time Field changes, then initiates the Escalate if Inactive One-Step Action, which sends a notification e-mail to the manager of the Problem owner. |
Problem - Resolve Incident | Waits for the status of a Problem to be set to Closed, then initiates the Resolve Incidents One-Step Action, which sets the status of the Incidents to Resolved and sends a notification e-mail to the Incident Customer(s). |