Earlier this year, it has become possible to send an email from a request. That email becomes a note, as well, and replies to it also turn into notes within that request. Not long after that, an enhancement was made that allowed emails to be sent by automation rules, including from problems, releases, workflows, tasks, […]
Category Archives: Problem Management
•
Patrick Bakker
Problem Analysis Target field in Automation Rules
In problem records, the Analysis target field is used to specify when the current assignee needs to have completed the root cause analysis of the problem. It is now possible to check and update the value of this field using an automation rule, as can be seen in the screenshot below.
•
Wouter Wyns
How to Keep Your Problem Management Practice Alive
Once a colleague told me in a desperate moment that “service providers often relate with problem management like young teenagers relate with sex: everyone talks about it but only a few have really put it into practice”. I’m not sure that every service provider talks about it, but I must agree that I have seen […]
•
Patrick Bakker
Create Integrations With Problem Management
Now that automation rules are available on problem records, it is also possible to create an integration that works on problem management. For this, the generic automation rules on problems have been added to the app offerings. When an automation rule on problems is added to an app offering, it is automatically installed in the […]