June 14, 2022
Problem Enhancements
- You can now create a solution or workaround specific to a problem and add it to Solutions using Save and Add to Solutions.
- Added options to copy and associate a solution or workaround from the solution database to the Problem Solution.
- Technicians can now use closure codes while closing a problem. SDAdmins can configure closure codes under Setup > Customization > Problem Management > Closure Code.
- You can now associate multiple changes to a problem.
- Added option under problem closure rules to mandate association of a change to a problem.
- The closed state of a problem is now conveyed by a stamp on the right panel of the problem details page.
- The Mark as Known Error option is now available in the Actions drop down if the value of Known Error is No.
- New notification rules are added under Setup > Automation > Notification Rules > Problem.
- Notify group members when a new problem is assigned to their group.
- Notify technician when a new response is received.
- Email users when a note is added to the problem.
- You can now send email notification to org roles (Reporting Manager) and users (Reported By, Technician) associated with the problem.
- The UI text for problem notification rules Notify to incident technician/requester is now modified as Send Notification for Problem for better user understanding.
Reports
- Problem reports now support the Closure Code and Closure Comments fields.
- Solution reports now support the Associated Problem ID, Associated Problem Title, and Associated Problem Type fields.
Triggers and Custom Actions for Problems
Support for Change Sub-Entities in Custom Actions and Triggers
Custom actions and triggers now support change sub-entities, namely, approval levels, approvals, tasks, notes, email responses (from users). You can configure triggers specific to change requests or change sub-entities. The custom actions used in change triggers can also be configured specific to change requests or change sub-entities.
Note: Custom actions created for change sub-entities can be used only with the respective change sub-entity triggers.
For configuring custom actions for change requests or change sub-entities, go to Setup > Automation > Custom Actions, go to the preferred custom action, and use the drop-down to select change module. In the custom action forms, choose an entity using the Applies to drop-down. You can choose to apply it to a change request or change sub-entities.
Note: The Applies to field value cannot be edited.
For configuring triggers for change requests or change sub-entities, go to Setup > Automation > Triggers > Triggers for Changes. Click New Trigger and on the new trigger for change form, select your preferred entity from the Trigger applies to drop-down.
Note: The Trigger Applies to field value cannot be edited.
Let's support faster, easier, and together
Let's support faster, easier, and together