Class Problem

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.