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Problem Management upgrade information

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Problem Management upgrade information

Problem Management upgrade information for the New York release.

Existing customers who use the sn_problem_read or sn_problem_write role, perform the following steps to view the Problem modules:
  1. In your instance, log in as an administrator.
  2. On the application navigator, search for the Problem application.
  3. On the Problem application menu, click the edit icon (edit icon).
  4. Next to the Roles field, click the edit icon (edit icon).
  5. From the Available list, move the sn_problem_read role to the Selected list.
  6. Click Done.
  7. On the Application Menu form, click Update.
  8. Provide the mentioned roles to each module in the Problem application menu by performing the following actions:
    Module Role
    Create New sn_problem_write
    Assigned to me sn_problem_read
    Open sn_problem_read
    Open — Unassigned sn_problem_read
    All sn_problem_read
    Overview sn_problem_read
    1. Click the edit icon (edit icon).
    2. Next to the Roles field, click the edit icon (edit icon).
      Note:

      Add the new role in addition to the existing roles. Do not replace the existing roles.

    3. From the Available list, move the required role to the Selected list.
    4. Click Done.
    5. On the Module form, click Update.

Close Problem UI actions

The Close Problem UI action is not visible for the user with the sn_problem_write role. If this UI action is required, manually update the condition of the UI action to include the sn_problem_write role along with the ITIL role.
Note: The functionality applies only if you have not activated the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.

Resolve Incidents module does not work

The Resolved Incidents module is visible to the user with the sn_problem_read or sn_problem_write role as the resolved incident UI action is not restricted to any role. When the user clicks the UI action, the state of the incident does not change.
Note: The functionality applies only if you have not activated the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.

Communicate workaround related link does not work

The Communicate workaround related link is visible to a user with the sn_problem_read or sn_problem_write role. When the user clicks the related link, no action is performed.
Note: The functionality applies only if you have not activated the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
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