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Problem Automation Processes

CSM provides the following OOTB Problem Automation Processes:

Name

Description

Notify Problem Owner of Assignment

When the Owned By field of a Problem changes, the process initiates the Notify Owned By via E-mail One-Step, which sends a notification e-mail to the new owner.

Notify Problem Team of Assignment

When the Owned By Team field of a Problem changes, the process initiates the Notify Owned By Team via E-mail, which sends a notification e-mail to members of the Team that owns the changed Problem.

Inactivity Escalation

Waits two days after the Last Modified Date Time field changes, then initiates the Escalate if Inactive One-Step, which sends a notification e-mail to the manager of the Problem owner.

Problem - Resolve Incident

Waits for the status of a Problem to be set to Closed, then initiates the Resolve Incidents One-Step, which sets the status of the Incidents to Resolved and sends a notification e-mail to the Incident Customer(s).

See Also

Problem Features

Problem Form

Problem Tasks

Problem Journals

Problem Dashboard

Problem One-Steps

Problem Search Groups

Problem Reports