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Showing results for tags 'problem management'.
Can we request an enhancement for a BPM operation to be able to return a list of linked requests, with the optional ability to filter by request type, as a comma separated string. In our instances we are wanting to attain a list of linked incidents to pass via iBridge to our development system in JIRA. It would also be useful to be able to do the same to get the list of organisations for said linked requests. Cheers Martyn
Can we raise a enhancement request to add 'Replication Steps' as a standard 'TEXT' field to the Problem Request type, i.e field in 'h_itsm_problems' as we would like to capture the replication steps separately from the description of the issue. I appreciate there is a number of 'TEXT' type custom fields, but replication steps for problem records is a generic requirement and would be able to capture/edit this via the request view under Workaround tab. Cheers Martyn
Hi I have a few queries around problem management in Service Manager: 1. Is there a setting that can be enabled to automatically add the customer of an incident as a member or connection on a problem/known error, that their incident has been linked to? 2. Once the above has been added, is there something that can be configured to email an update to all of the members/connections on the problem or known error? 3. Is there the option to update each linked incident from a timeline update at any time - i.e. not a node defined in the business process - this is something we had configured in Supportworks and were able to, from any call diary entry, update any linked requests. Thanks Lauren