Create custom Problem Management models with states and transitions tailored to your use cases.

Before you begin

See considerations for enabling Problem Management models at Problem Management models.

Enable the system property com.snc.problem_management.models.enabled. For more information, see Enable Problem Management models.

Role required: admin

Procedure

  1. Open the Problem Task Models table in one of the following ways.
    • In the navigation filter, enter prb_task_model.list.
    • Navigate to All > Problem > Administration > Problem Task Models.
      Note: For more information about enabling menu items for Problem Management models, see Enable or disable an application menu or module.
    1. Select New.
    2. Save the sys_id for creating an interceptor (as described in later steps) by selecting Copy sys_id from the form context menu icon (Form context menu icon.).
    3. On the Problem Task Model form, fill in the fields.

      For more information, see Problem task model form.

  2. Choose the states for your custom model by selecting Save from the form context menu icon (Form context menu icon.).
    1. From the Model States context menu that appears, select New.
    2. On the Model State form, fill in the fields.
      Table 1. Model State form
      Field Description
      State State that you want to include in your model.
      Initial state Option to enable this state as the initial state for your model. This field is automatically selected when you add the first state to your model.
    3. Select Submit for each state you choose.
  3. Apply a transition to each model state by selecting the display/hide hierarchical lists icon (Display/hide hierarchical lists icon.).
    1. From the Model State Transitions context menu, select New.
    2. On the Model State Transitions form, fill in the fields.
      Table 2. Model State Transition form
      Field Description
      From State that the problem task record is moving from.
      To State that the problem task record is moving to.
      Automatic transition Option for enabling automatic transition to the problem task record when the defined conditions are met. Selecting this option also prevents you from manually selecting the State field on the problem task record.
    3. Select Submit for each model state transition that you add.
  4. (Optional) Apply transition conditions by selecting any of your model state transitions.
    1. From the Transition Conditions context menu, select New.
    2. On the Model State Transition Condition form, fill in the fields.

      For more information, see Problem Management model state transition condition form.

    3. Select Submit for each transition condition you add.
  5. Create an interceptor for your model by navigating to All > System Definition > Interceptors.
    1. From the Name column, search for *models.
    2. Select Problem Task Models from the list.
    3. From the interceptor list for problem task models, select New.
    4. Select Simple question to redirect the URL.
    5. On the Interceptor Answer form, fill in the fields.
      Table 3. Interceptor Answer form
      FieldDescription
      Name Unique name for the intercept.
      Order Order in which the associated model is displayed.
      Active Option to make the intercept active.
      User Prompt Name of the model that your user sees.
      Roles Option to define the roles to select the problem task model.
      Note: In the Target URL field, specify your model's sys_id in the following format:

      problem_task.do?sys_id=-1&sysparm_query=prb_task_model=[sys_id].

    6. Select Submit.

Result

Your custom problem task model is available as a choice for the roles specified in your interceptor.