Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.
Endpoint Management Community Blog

Problem Management and Service Level Agreements - Do they go together?

Created: 03 Mar 2010 • 1 comment
BRING's picture
0 0 Votes
Login to vote

After reviewing the Servicedesk 7 customization guide (Pages 34-35), and knowing that SLA's (Service Level Agreements) were important for Incident Management, I began my quest to modify the SLA for Problem Management.  I had made all of the changes necessary, and created a few problems from my incident pool.  However, I noticed that none of the due dates or late dates had changed.  Where had I gone wrong?

Well,  as it turns out, I did everything correctly.  Further research showed that, during the development and documentation of Servicedesk 7.0, although not required by ITIL, it was thought that having a configurable SLA for problems might be useful for customers.  So a preliminary implementation workflow was started, and included in the customization documentation. After release and further review, it was decided that, since ITIL does not have a SLA requirement for Problem Management, that this documentation and preliminary workflow was not necessary.  All future releases of Servicedesk and related documentation will no longer contain any references or workflows around Problem Management SLA configuration.

Comments 1 CommentJump to latest comment

andrew.lamont's picture


Thank You for posting this article. We are working on the implementation of Problem Management in SD7 MR1 and found your post while researching a problem we are having with getting things going. When trying to create a Problem Ticket using an existing Incident ticket we are receiving the following error:

There is an exception in the Service Desk!  Process containing the error: Problem Management Model containing error: Problem Analysis Component with error: Problem Analysis  Error Message Produced by Exception: Requested value 'P4-Low' was not found.  Exception Stack Trace: System.ArgumentException: Requested value 'P4-Low' was not found. at System.Enum.Parse(Type enumType, String value, Boolean ignoreCase) at LogicBase.Core.AbstractEnsembleWorkflowComponent.Start(String taskID, String workflowID, IData data) at LogicBase.Core.Models.Workflow.WorkflowDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.DoRunComp(IOrchestrationComponent comp, IData data, TLExecutionContext context)

Our interpretation of this error is that the SLA's / Priorities in our Problem Workflow need to match the SLA's in our Incident Workflows (the source of the Problem ticket in this case). We have not yet been able to identify the process for updating the SLA's / Priorities that the SD7 Problem Workflow has configured by default.

I have two questions:

- Are you in a position to confirm which release of SD7 will be the first to no longer contain any references or workflows around Problem Management SLA configuration?

- As Problem Management in SD7 MR1 appears to require SLA's / Priorities to be defined, are you in a position to point out the steps on how to replicate these from Incident Management to Problem Management?

Thank You.

Login to vote