Problem Business Object Reference

Service Manager

Home

Problem Business Object Reference

The following sections describe the default Problem business object.

•Problem Business Object Field Descriptions

•Problem Business Object Relationship Definitions

•Problem Business Object Layouts

•Problem Business Object Forms

•Problem Business Object Quick Actions

•Problem Business Object Business Rules

•Problem Business Object Searches

Problem Business Object Field Descriptions

Field name	Type	Size	Comments
Category	Text	60	Pick list for the category.
ClosedBy	Text	100	$CurrentUserName()
ClosedDateTime	DateTime	n/a	$CurrentDateTime()
CreatedBy	Text	100	$CurrentUserName()
CreatedDateTime	DateTime	n/a	$CurrentDateTime()
Description	Text	4000	Details of the problem.
ErrorMessage	Text	1000	Text of the error message.
FirstIncidentLinked	DateTime	n/a
Impact	Text	10	Pick list for the impact.
IncidentToRootCause Duration	Number	12 digits
IsInFinalState	Boolean	Y/N
IsWorkAround	Boolean	Y/N
KnownErrorDate	DateTime	n/a	Date when established.
KnownErrorDuration	Number	10 digits	Computed
KPIAfterIdentification	Number	12 digits
KPIBeforeIdentification	Number	12 digits
KPITimeUntilRootCause	Number	12 digits
LastModBy	Text	100	$CurrentUserName()
LastModDateTime	DateTime	n/a	$CurrentDateTime()
OrganizationalUnit	Text	60	Impacted organization unit.
Owner	Text	100	Assigned owner.
OwnerEmailAddress	Text	100	Email address of the owner.
OwnerLink	Link	n/a
OwnerTeam	Text	100	Assigned owner team.
OwnerType	Text	30	$DefaultUserType()
Priority	Text	10	Based on the impact, urgency, and severity.
ProblemDuration	Number	10 digits	Known error date; the created date.
ProblemLifetime	Number	10 digits	Closed date; the created date.
ProblemNumber	Number	10 digits	Auto generated from a counter.
RecId	Text	32	Record ID.
Resolution	Text	4000	When the problem is resolved.
ResolutionAction	Text	100	Pick list for the resolution action.
ResolutionEscLink	Link	n/a	When auto resolved.
ResponseEscalationLink	Link	n/a
RootCause	Text	400	When a request for change is submitted.
RootCauseDateTime Created	DateTime	n/a
Service	Text	40	Impacted service
Source Source	Text	25
Status	Text	40	Pick list for the status.
Subject Summary	Text	100	Brief description of the problem.
TargetResolutionTime	DateTime	n/a
TotalWaitingDuration	Number	8 digit, 2 decimal
TypeOfProblem	Text	60	Auto-filled. Values can be problem or known error.
Urgency	Text	10	Pick list for the urgency.
WaitingEscLink	Link	n/a
Workaround	Text	4000	Describes a workaround.

Problem Business Object Relationship Definitions

Relationship	Type	Cardinality
ProblemAssociatesAnnouncement	associated	zero or many
ProblemContainsAttachment	contains	zero or one
AuditHistoryRelationship	contains	exactly one
BusinessServiceAssociatesProblem	associated	zero or many
ProblemAssociatesChange	associated	zero or many
CIAssociatesProblem	associated	zero or many
FAQAssociatedProblem	associated	zero or many
ProblemAssociatedEscalationWatch	associated	zero or one
ProblemAssociatedByWorkflowInstance	associated	zero or one
FRS_KnowledgeAssociatedProblem	associated	zero or many
ProblemAssociatedMyItem	associated	zero or one
ProblemAssociatesIncident	associated	zero or one
ProblemAssocInventoryItem	associated	zero or many
ProblemContainsJournal	contains	zero or one
ProblemAssocKnowledge	associated	zero or many
ProblemAssocProblemWorkaround	associated	zero or many
ProblemAssociProfileEmployee	associated	zero or many
ProblemAssociatesReleaseProject	associated	zero or many
ServiceCatalogAssociatesProblem	associated	zero or many
ProblemAssocStandardUserTeam	associated	zero or one
ProblemContainsTask	associated	zero or one

Problem Business Object Layouts

Layout	Context	Roles
Problem Layout	Create, change, or view a problem.	•Service Desk Analyst •Data provider (incident) •Internal specialists

Layout

Context

Roles

Problem Layout

Create, change, or view a problem.

•Service Desk Analyst

•Data provider (incident)

•Internal specialists

Problem Business Object Forms

Name	Purpose
Problem	Main problem edit.
Problem.Brief	Brief preview below list (browse).
Problem.PopUp	Pop-up view.
ProblemRootCause	Shows the root cause of the problem.
Problem.Workaround	Shows a workaround for the problem.
Problem.Detail	Shows the details tab.
Problem.DataEntry	Shows the details tab plus the problem ID on the header .

Problem Business Object Quick Actions

Name	Invocation	Description
Request for change	Manual	Creates a new change using problem data.
New Document Article	Manual	Creates a new knowledge article based on the contents of the current problem.
New Error Message Article
New Issue and Resolution Article
New Patch Article
New Q&A Article
New Reference Article
Close Related Incidents	Manual	Closes all incidents related to the current problem.
Problem Status to Closed	Auto	Updates the status of the problem to closed. Invoked from the Problem Close Process demo workflow via the Close Related Problems quick action.
Resolve Incidents	Manual	Sets the incident status to resolved. Accomplished by invoking the Resolve Incident Related to Problem quick action against the related incidents.

Problem Business Object Business Rules

Name	Description
CI Owner Notification for Problem Cause Identification	Sends notification to the related configuration item owner if the configuration item is identified as the root cause for the problem.
Major Problem Root Cause Identification	Sends notification to the Problem Review Board when the root cause of a major problem is identified.
New Problem Notification	Sends notification to the owner for a new problem.
New Priority 1 Problem Notification	Sends notification to the owner for a new problem.
First incident is Linked	Detects when the first incident is linked to the problem to populate the date and time to field Problem.FirstIncidentLinked.
Major Problem Resolution Notification for Problem Review Board	Major problem review.
New Link On Problem Review Board	New link on Problem Review Board.
New Service Linked Add To Problem Review Board	New service linked add to Problem Review Board.
Resolve all Related Incidents when Problem Closed	Closes any incident records linked to a parent problem record that has been closed.
Root Cause has been Found	Root cause has been found.
Start Investigation of Problem	Starts an investigation of the problem.
Workaround Notification for Incident Owner	Workaround has been created.

Problem Business Object Searches

Name	Criteria
Open problems	Find 'Problem' where: Problem# Status Not in List Canceled, Closed
Active problem with CIs	Find 'Problem' where: Problem# Status Equal To Active AND CI# RecID IsNotEmpty
Closed problem last 30 days	Find 'Problem' where: Problem# Status Equal To Closed AND Problem# ClosedDateTime EqualTo $(LastThirtyDays())
Active problems	Find 'Problem' where: Problem# Status Equal To Active
Active problems with linked incidents	Find 'Problem' where: Problem# Status Equal To Active AND Incident# RecID IsNotEmpty
All problems	Find 'Problem' where: Problem# RecID Is Not Empty
Closed problems	Find 'Problem' where: Problem# Status Equal To Closed
High priority problems	Find 'Problem' where: Problem# Priority Equal To 1
Known error without workarounds	Find 'Problem' where: Problem# Type of Problem Equal To Known Error AND Problem# Workaround IsEmpty AND Problem# Status NotInList Closed, Resolved
Known errors	Find 'Problem' where: Problem# Type of Problem Equal To Known Error
Logged problems	Find 'Problem' where: Problem# Status Equal To Logged
My active problems	Find 'Problem' where:Problem# Status InList Active AND Problem# Owner Equal To $(CurrentLoginId())
My problems	Find 'Problem' where: Problem# Owner Equal To $(CurrentLoginId())
My team's problem	Find 'Problem' where: Problem# OwnerTeam Equal To $(CurrentUserTeam())
Priority 1 active problems	Find 'Problem' where: Problem# Priority Equal To 1 AND Problem# Status Equal To Active
Problem past target date	Find 'Problem' where: Problem# TargetResolutionDate Less Than $(CurrentDateTime()) AND Problem# Status Not In List Closed, Resolved
Problem received today	Find 'Problem' where: Problem# CreatedDateTime Equal To $(CurrentDate())
Problem with root cause found	Find 'Problem' where: Problem# Root Cause Created Greater Than $(StartOfThisYear())
Problems with change	Find 'Change' where: Change# RecID Is Not Empty
Problems with CIs	Find 'CI' where: CI# RecID Is Not Empty
Problems with incident to root cause duration calculated	Find 'Problem' where: Problem# Incident To Root Cause Created Greater Than 0
Problems with linked incidents after identification of issue	Find 'Problem' where: Problem# Status Equal To Identified AND Incident# RecID Is Not Empty
Problems with linked incidents before identification	Find 'Problem' where: Problem# Status Not In List Canceled, Closed, Identified, Investigation, Resolved, Waiting for 3rd Party, Waiting for Resource AND Incident# RecID Is Not Empty
Problems with pending tasks	Find 'Task' where Status In List Accepted, Waiting
Problems with workarounds	Find 'Problem' where: Problem# Workaround Is Not Empty

Was this article useful?

Privacy and Legal