Problem Management properties are used to control features such as creating problem task on a closed problem and reanalyzing a closed or a canceled problem.

These properties are available at Problem > Administration > Problem Properties.
Table 1. Properties for Problem Management
Property Description
Problem State Transition Properties
Accept Risk moves the Problem to Closed state instead of Resolved state

problem.acceptrisk.move_to_closed
  • Type: true or false
  • Default value: true
Can create a Problem Task on a Closed Problem?

problem.closed.can_create_tasks
  • Type: true or false
  • Value: true or false
  • Default value: false
Who can Re-analyze a Canceled Problem?

problem.closed.role.reanalyze_from_canceled
  • Type: choice list
  • Default value: problem_manager
Who can Re-analyze a Risk Accepted (Closed state) Problem?

problem.closed.role.reanalyze_from_closed_riskaccepted
  • Type: choice list
  • Default value: problem_manager
Who can Re-analyze a Completed Problem?

problem.closed.role.reanalyze_from_completed
  • Type: choice list
  • Default value: problem_manager
Problem Task State Transition Properties
Cancel open Problem Tasks when closing a Problem

problem.closed.cancel_open_tasks
  • Type: true or false
  • Value: true or false
  • Default value: true
Who can Re-assess a Completed or Canceled Problem Task?

problem_task.closed.role.reaassess_from_closed
  • Type: choice list
  • Default value: problem_coordinator
Can Re-Assess a Problem Task on a Closed Problem?

problem_task.closed.can_reassess_on_closed_problem
  • Type: true or false
  • Default value
    • Upgrade: true
    • New instances: false
Problem Related List Properties
List of related task records (comma-separated) to track as fixes for this Problem. Used to notify the Coordinator when all the related fix records are Completed or Canceled. E.g. change_request.parent

problem.fix.records
  • Type: string
  • Default value: change_request.parent, rm_defect.parent, rm_release.parent, rm_enhancement.parent, sn_cim_register.source_id
List of related task records (comma-separated) to move over when a problem is marked as a duplicate of another. E.g. incident.problem_id

problem.duplicate.records_to_move
  • Type: string
  • Default value: incident.problem_id, sn_customerservice_case.problem, problem_task.problem
Who can relate closed Incidents to a Problem?

problem.role.relate_closed_incidents
  • Type: choice
  • Default value:
    • Upgrade: Nobody
    • New instances: Problem coordinators
Problem Created from Incident Properties
List of attributes (comma-separated) that will be copied from the incident to create a new problem

com.snc.problem.create_from_incident.attributes
  • Type: string
  • Default value: number, description, short_description, cmdb_ci, impact, urgency, priority, company, sys_domain, business_service, category, subcategory
Problem Created from Interaction Properties
Create saved problem

com.snc.problem.create_from_interaction.save
  • Type: Boolean
  • Default value:
    • Upgrade customers: No
    • New customers: Yes
Allow problem creation from interaction

glide.problem.interaction.allow_create
  • Type: true or false
  • Value: true or false
  • Default value: false