Service Window Configuration for Problem Management Module

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
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Feature released in SummitAI IT Service Management (Denali SP1, Problem Management)

What's New?

The Administrators can now configure the Service Window on the SLA SERVICE WINDOW page of the Incident Management module. The Service Window, which is configured as Considers for Problem Management, are populated in the Service Window drop-down list on the DEADLINE CONFIGURATION page of the Problem Management module.

The configured Service Window values are populated in the Service Window drop-down list on the PROBLEM RECORD page when a PR is created for the same combination of the Tenant, Workgroup, Category, Risk, Priority, and Problem Record Type.

Business Benefits

The Service Window defines the Service timings. Based on the defined Service Window, the RCA and Resolution SLAs are calculated for the Problem Records.

Service Window Configuration on the DEADLINE CONFIGURATION page

How it works?

In the following scenarios the Service Window will be displayed on the DEADLINE CONFIGURATION page:

  • Scenario 1:

If a Workgroup is mapped to a particular Service Window, and the same Service Window is configured as Considered for Problem Management, then while configuring the Deadline for the same workgroup, the configured Service Window is appended in the Service Window drop-down list. For more information, see Configuring SLA Service Windows and Configuring Deadlines.

  • Scenario 2:

If a Workgroup is mapped to a particular Service Window, and the same Service Window is not configured as Considered for Problem Management, then 24/7 Service Window will be applicable when a problem record is created for same workgroup. For more information, see Configuring SLA Service Windows.

The following tables show Service Window applicability:

Service Window Configuration (Incident Management)

Service Window in Incident Management

Configured for Problem Management

9/6 Service Window

Yes

9/5 Service Window

No

7/5 Service Window

No

24/7 Service Window

Yes (By default)

 

Workgroup to Service Window Mapping (Incident Management)

Workgroup

Service Window

Workgroup 1

9/6 Service Window

9/5 Service Window

24/7 Service Window

Workgroup 2

8/5 Service Window

9/6 Service Window

Workgroup 3

7/5 Service Window

Service Windows Available in Problem Management

Workgroup

Service Window

Workgroup 1

9/6 Service Window

24/7 Service Window

Workgroup 2

9/6 Service Window

Workgroup 3

Show all Service Windows

Note: The Service Window will be available on the PROBLEM RECORD page based on the DEADLINE CONFIGURATION page configuration.

UI Changes

UI changes are made on the following pages:

  • SLA SERVICE WINDOW page

The Administrator can now configure service window for Problem Management module on the SLA SERVICE WINDOW page (Incident > Configuration > SLA Configurations > SLA Service Window).

Figure: SLA SERVICE WINDOW page - Incident Management module

  • SLA SERVICE WINDOW LIST page

The Considers for Problem Management column is added on the SLA SERVICE WINDOW LIST page of the Incident Management module. Now the Administrators can see Considers for Problem Management configuration without navigating to the detail page.


Figure: SLA SERVICE WINDOW LIST page - Incident Management module

  • NEW PROBLEM RECORD page

On the NEW PROBLEM RECORD page (Problem > User > New Problem Record), a new field Service Window is added. The Analyst can now select the appropriate Service Window while logging the Problem Record.

Note:

For Auto Problem Records, the Service Window is auto populated based on the configuration on the AUTO CREATION SETTINGS page (see Configuring Auto Create Problem Records).


On the PROBLEM RECORD page, the configured Service Window will be available based on the following are two scenarios:

(a) The Service Window is displayed in the Service Window drop-down list on the PROBLEM RECORD page based on the Service Window field configured on the DEADLINE CONFIGURATION page. (see Configuring Deadlines). 

(b) All the Service Windows, which are available for the Problem Management, are displayed in the Service Window drop-down list on the PROBLEM RECORD page when no Service Window is configured on the DEADLINE CONFIGURATION page.


Figure: NEW PROBLEM RECORD page

  • PROBLEM RECORD LIST page

Additionally, the Service Window column is displayed on PROBLEM RECORD LIST page when the Service Window columns is configured on the CONFIGURE COLUMN pop-up page. Now, the Analyst can view the Service Window applied for the particular PR.


Figure: PROBLEM RECORD LIST page

  • FILTERS pop-up page

The Service Window is added on the FILTERS pop-up page of the PROBLEM RECORD LIST page. Now, the Analysts can also filter Problem Records using Service Window filter criteria.


Figure: PROBLEM RECORD LIST - FILTERS pop-up page

  • CONFIGURE COLUMNS pop-up page

The Service Window column is added on the CONFIGURE COLUMN pop-up page. The Analysts can now configure the columns to display the Service Window value on the PROBLEM RECORD LIST page. 


Figure: CONFIGURE COLUMNS page 

Configuration

On the SLA SERVICE WINDOW page (Incident > Configuration > SLA Service Window), the Administrator must select the Considered for Problem Management check box while configuring Service Window to enable it for Problem Management. For more information, see Configuring SLA Service Windows.