Create a problem task model in Service Operations Workspace

Create custom Problem Management models with states and transitions tailored to your use cases.

Before you begin

See considerations for enabling Problem Management models at Problem Management models in Service Operations Workspace.

Enable the system property com.snc.problem_management.models.enabled. For more information, see Enable Problem Management models in Service Operations Workspace.

Role required: admin

Procedure

1. Open the Problem Task Models table in one of the following ways.

   • In the navigation filter, enter prb_task_model.list.

   • Navigate to All > Problem > Administration > Problem Task Models.

     Note: For more information about enabling menu items for Problem Management models, see Enable or disable an application menu or module.

2. Create a task model.

   1. Select New.

   2. On the Problem Task Model form, fill in the fields.

      For more information, see Problem task model form.

3. Choose the states for your custom model by selecting Save from the form context menu icon (

1.  From the Model States context menu that appears, select **New**.

2.  On the Model State form, fill in the fields.

    |Field|Description|
    |-----|-----------|
    |State|State that you want to include in your model.|
    |Initial state|Option to enable this state as the initial state for your model. This field is automatically selected when you add the first state to your model.|

3.  Select **Submit** for each state you choose.

1. Apply a transition to each model state by selecting the display/hide hierarchical lists icon (

1.  From the Model State Transitions context menu, select **New**.

2.  On the Model State Transitions form, fill in the fields.

    |Field|Description|
    |-----|-----------|
    |From|State that the problem task record is moving from.|
    |To|State that the problem task record is moving to.|
    |Automatic transition|Option for enabling automatic transition to the problem task record when the defined conditions are met. Selecting this option also prevents you from manually selecting the **State** field on the problem task record.|

3.  Select **Submit** for each model state transition that you add.

1. Apply transition conditions by selecting any of your model state transitions.

   1. From the Transition Conditions context menu, select New.

   2. On the Model State Transition Condition form, fill in the fields.

      For more information, see Problem Management model state transition condition form.

   3. Select Submit for each transition condition that you add.

2. Create an interceptor for your model by entering sn_sow_interceptor_record_type_selector.list in the navigation filter.

   1. From the Applies to column, search for =problem_task.

   2. Select New.

   3. On the Record Type Selector form, fill in the fields.

      Field	Description
      Applies to	Set to Problem Task [problem-task] for creating problem task models.
      Order	Order in which the associated model is displayed.
      Title	Name of the model displayed on the button when creating problem tasks.
      Description	Description of the model displayed on the button when creating problem task.
      Active	Option to make the record type selector active.

   4. From the drop-down Values list, select Model.

   5. Select the search icon (

6.  From the Condition list, select **Show Related Fields** at the bottom of the list.

7.  From the Condition list of related fields, select **Problem → Problem fields**.

8.  From the Condition list of **Problem → Problem fields** fields, select **Model**.

9.  From the Condition list of operators, select **is not empty**.

10. Select **Submit**.

Result

Your custom problem task model is available as a choice in Service Operations Workspace for the roles specified in your model.