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 |
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 |
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 |