Category Archives: Problem Management
Sorting of Requests within a Change
The order in which the requests that are linked to a change are presented within that change has improved. In the past, the requests would be sorted by their ID. Now they are sorted first by their status and then by their ID.
Improved Visibility of Request Templates, Known Errors and Recent Changes
The Service Hierarchy Browser (SHB) provides information that could be relevant for the request that you are working on. For example, it lists the child service instances and configuration items (CIs) that the service instance of the request relies on. It also lists the request templates that could be applicable to the request, as well […]
Simplified Completion Reasons
When the work on a request has been completed, its status is set to ‘Completed’. The support specialist is then asked to select an option in the Completion reason field. The value that is selected is used primarily by the Problem Management process, which allows support organizations to systematically reduce the number times their users […]
Real-Time Inbox
Over the past weeks we have been extending the infrastructure of the 4me service. A major component has been added that delivers real-time updates in your inbox. It makes sure that when a request, problem or task gets assigned to you or your team, you will see it immediately in the Inbox console. Also, when someone […]
Problem Creation Date
A small improvement has been made for people who are working with problems. When a problem is opened in View mode, they will notice the Created field. This allows everyone to see when the problem was initially registered, without having to look it up in the audit trail.