Define a Problem Management workflow

The Graphical Workflow Editor lets you automate common processes. Workflows allow standard Problem Management processes to be defined and automated.

Before you begin

Role required: admin

About this task

The following example workflow is a workflow for database problems. If the problem involves a configuration item of class Database, this workflow runs and guides the problem management team through diagnosis and resolution. It then asks the problem manager to verify the solution. It also generates a change request when necessary.

When using a Problem Management workflow, add the Tasks.Parent related list to the Problem form to see the tasks generated by the workflow.

Procedure

  1. Navigate to Workflow > Workflow Editor.
  2. Click New Workflow.
  3. Click the Diagrammer view related link to configure more workflow properties.
    Problem workflow example
  4. Complete the form with the following information.
    Field Entry
    Name Database Problem Workflow
    Table Problem [problem]
    Conditions tab
    If condition matches Run the workflow always
    Run after bus. rules run True (selected). This field must be checked before any workflow that uses approvals, or the business rules conflict with the workflow and fail to run properly. If this field does not appear on the Workflow Properties form, configure the form layout to add it.
    Condition Dot-walk to [Affected CI.Class] [is] [Database].
    Schedule tab
    Delivery based on User-specified duration
    Expected Time Days 7 Hours 00:00:00
    Stage Field Problem State. As the workflow passes from activity to activity, the stage field is updated. The requester can see how far along in the workflow the problem management team is.
  5. Click Submit.
    The Workflow Properties window closes and the workflow diagram appears.
    Workflow diagram
  6. Select the Core tab on the right and expand Tasks. Drag Create Task onto the arrow between Begin and End.
    This activity generates a task to diagnose the problem.
  7. Complete the Create Task form with the following information, and then click Submit.
    • Name: Diagnosis
    • Stage: Open
    • Fulfillment Group: Database
    Create a task
  8. Drag Create Task onto the arrow between the previous task and End.
    This activity generates a task to generate a solution to the problem.
  9. Complete the Create Task form with the following information, and then click Submit.
    • Name: Generate Solution
    • Stage: Open
    • Fulfillment Group: Database
  10. Drag the activity Approval - User onto the arrow between the previous task and End.
    This activity asks the manager of the assignment group to verify the solution to the problem.
  11. Complete the Create Task form with the following information, and then click Submit.
    • Name: Verify Problem Solution
    • Stage: Open
    • In Users in the Approvers section, dot-walk to ${assignment_group.manager}
  12. Drag the activity Rollback To into the workflow area, and drag the arrow from the Rejected tab under Approval - User to the Rollback To activity. Then drag the arrow from the Rollback to the Create Task for generating a solution. Click Submit.
    This activity forces the database team to repeat the Generate Solution task if the problem manager rejects the proposed solution.
  13. Complete the form with the following information, and then click Submit.
    • Name: Rejected Solution
    • Stage: Open
  14. Drag the activity Create Task onto the arrow between Verify Problem Solution and End.
    This activity generates a task to resolve the problem.
  15. Complete the form with the following information, and then click Submit.
    • Name: Resolve Problem
    • Fulfillment Group: Database
  16. Drag the activity If onto the arrow between the previous task and End, and then click Submit.
    This activity checks whether the problem management team set the Problem State field to Pending Change without generating a Request for Change.
  17. Complete the form with the following information, and then click Submit.
    • Name: Generate Request for Change
    • Conditions: [Problem state] [is] [Pending Change] and [Change request] [is] [empty].
  18. Drag the activity Create Task onto the arrow between the previous activity and End.
    This activity generates a Request for Change if the previous activity conditions are met.
  19. Complete the form with the following information, and then click Submit.
    • Name: Request for Change
    • Task Type: Change Request [change_request]
    • Short description: Solution for Problem
  20. Publish the workflow in the Workflow Actions menu.
    Workflow map