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

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