Integration with the Problem Management application enables
customer service agents to create problem records from cases or associate existing problem
records to cases.
Integration with Problem Management
requires the Customer Service with Service Management plugin (com.sn_cs_sm). It also
requires the system administrator to assign the following roles to customer service agents:
| Role title [name] |
Description |
Contains roles |
| sn_problem_read |
Customer service agents with this role can view information about a problem
record associated with a customer service case. |
- dependency_views
- workspace_agent
- view_changer
- cmdb_read
- cmdb_query_builder_read
|
| sn_problem_write |
Customer service agents with this role can:
- Create a problem record for a customer services case.
- Associate an existing problem record with a customer service case.
- Remove a problem record associated with a customer service case.
|
|
With this plugin and role assignment, customer service agents can:
- Create a problem from a case.
- Associate an existing open problem to a case.
- Remove an associated problem from a case.
- View the following in the case work notes:
- Problem state changes.
- Additional comments added to the problem record.
Note: A case can be associated with one problem. If a case is already associated with a
problem, the Create Problem option does not appear on the
Additional Actions menu.
How it works
An agent can create a problem from a case by selecting the
Create
Problem option from the Additional Actions menu. When the problem is
created:
Extension points
Customers can create the logic for mapping the Problem field by
using the sn_cs_sm.CaseProblemIntegrations extension point.
Additional plugins
With the Problem Management Best Practice – Madrid plugin activated, customer service
agents can view the following information in the case work notes:
- When the state of a related problem is updated, the text of the work note includes a
link to the problem.
- When Communicate Workaround is clicked from the related
problem, the workaround text is copied to the case work notes.
- When Communicate Fix is clicked from the related problem, the
fix text is copied to the case work notes.
- When the problem is resolved or closed with a specific resolution code:
- State is Closed and Resolution Code is Cancelled, the Cancelled Reason text is
copied to the case work notes.
- State is Closed and Resolution Code is Risk Accepted, the Cause notes, Risk
accepted reason, and Fix notes are copied to the case work notes.
- State is Resolved and Resolution Code is Fix Applied, the Cause notes and Fix
notes are copied to the case work notes.
- State is Closed and Resolution Code is Fix Applied, the Cause notes and Fix notes
are copied to the case work notes.
With the Problem Management Best Practice - Madrid - Knowledge Integration plugin
activated, the customer service agent can view information in the case work notes when a
Known Error Article is created for or associated to a related problem. The work note
includes a link to the article.
