Life cycle of a problem task
A problem task is the smallest unit of work that you should perform to complete a problem. State transition of a problem task guides you through the stages of a problem task life cycle, from creation to closure.
If a problem coordinator requires help to resolve a problem, the coordinator can create and assign problem tasks to assignment groups or users to complete those activities.
Note: The state-based information is available only in new instances starting from the Madrid release. Activate the Problem Management Best Practice — Madrid — State Model (com.snc.best_practice.problem.madrid.state_model) plugin. Existing users cannot activate the plugin.
By default, you can create the following types of tasks:
- Root Cause Analysis: When you need to investigate the root cause and the resolution for a problem
- General: For any other task
Diagram describing how a problem task transitions from one state to another state
Note:
You can use Problem Management models to tailor processes for specific use cases. For more information, see Problem Management models.
Parent Topic:Problem Management process