1. Class Problem

    Artikel: AN0002502Aktualisiert: 23.01.2024
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    Description

    Class contains the Problem entity of the IT (CMDB) model solution.

    Location and referencing

    Location Code Name
    Model it IT
    Class problem Problem
    Parent class    
    Child classes    
    Script object OG.ClassDef.GetByCode(OGModel.Id, 'problem')
    OG.ClassDef.GetByCode('it', 'problem')

    Columns

    Overview of class columns (excl. system columns):

    Code Name Type Link information Description
    category Category Class link (simple) Problem category Category of the problem.
    cl_problem History - Problem Revers class link (multiple) Time sheets
    (revers)    		 Automatically created column.
    cl_problem_2 Time stamps - Problem Revers class link (multiple) Time marks
    (revers)    		 Automatically created column.
    closing_date Closing date Date and time   Date when the problem was closed.
    cl-problem Changes - Within problem Revers class link (multiple) Changes
    (revers)    		 Automatically created column.
    cl-problem-2 Service tickets - Problems Revers class link (multiple) Service tickets
    (revers)    		 Automatically created column.
    cl-problems Incident - Problem Revers class link (multiple) Incident
    (revers)    		 Automatically created column.
    code Code Text   Code of the Problem to use in scripting or other references. It should not be changed.
    customer Customer User link (simple) User User for which the problem is being solved.
    date Date Date and time   Date and and time when the problem occured.
    description Description Text   Problem description. Long text.
    files Files File   Attachments to the problem,
    known-error Known Error Class link (simple) Known errors Known error, that caused the problem.
    name Name Text   Name of the Problem. Brief description of the problem.
    related-ci Related CI Class link (multiple) Configuration items Configuration items that are affected by the problem.
    resolution Resolution Text   Description of the problem resolution. Long text in the mode of added comments.
    solution_team Solution team Class link (simple) Requests:Solution team Team, to which the problem is assigned.
    solver Solver User link (simple) User Solver, to whom the problem is assigned.
    status Status Class link (simple) Incident status Problem status.
    target-time Target time Date and time   Time, when the problem should be resolved at the latest according to SLA.
    workaround Workaround Class link (simple) Workaround Workaround, that enables to pass by the problem.

     

    Rules

    Code Event type Action type Order Description
    link_problem_to_incident After new record save Start a script 10 If there is a reference to incident in URL, it links problem to the incident.
    status-as-open Before existing record save Set or calculate value 20 Sets Status to Open for an existing record.
    colour_new Before existing record list display Set formatting 30 Colour - New
    colour_open Before existing record list display Set formatting 40 Colour - Open
    colour_closed Before existing record list display Set formatting 50 Colour - Closed
    new_notification After new record save Send notification 80 Notification to the solver for a new record.
    upd_notification After existing record save Send notification 90 Notification to the solver for an existing record.
    upd_notification_customer After existing record save Send notification 100 Notification to the customer for an existing record.
    time_mark_upd Before existing record save Start a script 200 Record to the class of Time marks when there is an update for the specified columns.

    Quick filter

     

    In order users can easily filter the records some columns are selected for a Quick filter.

    Master/detail relations

    Code Column Placement Bookmark name Type
    code_186 Incident - Problem Below Related incidents Reference to class
    code_208 Service tickets - Problems Below Tasks for partners Reference to class
    code_240 Changes - Within problem Below Related changes Reference to class
    code_315 History - Problem Below Time sheet Reference to class
    time_marks Time stamps - Problem Below Time marks Reference to class

    Potential improvements

    You can improve the solution according to your needs. Here are some tips.

    Add new columns

    Add new columns, if you are going to need them.

    Add buttons

    Add new buttons to automate edits that you would otherwise make one at a time.

    Set permissions based on organizational structures

    If you need to separate the visibility of Problems according to teams, which work on them, use Organizational Structures. You can use them to control permissions on individual records. You'll share a single repository of Problems, but at the same time assign permissions only to the Problems that these solvers need to see.

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