2. Problem Management Flashcards
What table stores problem records?
Problem [problem]
The Problem Task [problem_task] table is an extension of what table?
A. Task [task]
B. Problem [problem]
C. Change [change]
D. Location [cmn_location]
A. Task [task]
What are the stages in the Problem Management lifecycle (Select all that apply)?
A. Investigation and diagnosis
B. Detection and logging
C. Resolution and closure
D. Identification and classification
A. Investigation and diagnosis
B. Detection and logging
C. Resolution and closure
At what stage in the Problem Management lifecycle would you implement the change to permanently remove the root cause?
A. Investigation and diagnosis
B. Detection and logging
C. Resolution and closure
D. Identification and classification
C. Resolution and closure
At what stage in the Problem Management lifecycle would you create a known error document?
A. Investigation and diagnosis
B. Detection and logging
C. Resolution and closure
D. Identification and classification
A. Investigation and diagnosis
At what stage in the Problem Management lifecycle would you prioritize and categorize the problem?
A. Investigation and diagnosis
B. Detection and logging
C. Resolution and closure
D. Identification and classification
B. Detection and logging
What defines when a problem record can automatically move from the New to Assess state?
A. Problem state UI action
B. ProblemUtils script include
C. Update Problem State to Assess business rule
D. Problem state UI policy
C. Update Problem State to Assess business rule
Which property do you have to modify in order to add or remove fields copied from the Incident to the Problem?
A. com.snc.problem.add_remove.attributes
B. com.snc.problem.create_from_incident.attributes
C. com.snc.incident.create_problem.attributes
D. com.snc.problem.create_from_incident.fields
B. com.snc.problem.create_from_incident.attributes
In the baseline, what assignment groups are displayed in the Assignment group field on the Problem form?
A. groups with the itil role
B. groups with the problem_user role
C. all assignment groups
D. problem doesn’t have an assignment group field
A. groups with the itil role
After setting the assignment group on the Problem form, what would cause there to be no available employees in the Assigned to field?
None of the users in the assignment group have the [problem_coordinator] role.
After setting the assignment group on the Problem Task form, what would cause there to be no available employees in the Assigned to field?
None of the users in the assignment group have the [problem_task_analyst] role.
If the Support group field on the ______________ is not populated, then the assignment group (incident, problem, or change) will be automatically populated from the Support group field from the _______________.
A. Configuration Item (CI), Service Offering
B. Configuration Item (CI), Business Service
C. Business Service, Technical Service.
D. Service Offering, Configuration Item (CI)
A. Configuration Item (CI), Service Offering
What copies the Support group from the CI or Service Offering to the Problem?
A. Populate Assignment Group based on CI/SO UI action
B. ProblemUtils script include
C. Populate Assignment Group based on CI/SO business rule
D. Problem Assignment group UI policy
C. Populate Assignment Group based on CI/SO business rule
If you want to impose prerequisites or limits for moving from one state to another on the Problem record, you can incorporate logic in the _______________?
A. Problem state UI action
B. ProblemUtils script include
C. Update Problem State to Assess business rule
D. Problem state UI policy
B. ProblemUtils script include
T | F: If referring to states in code, it is best practice to use the value rather than the constant.
False
It is best practice to use the CONSTANT rather than the value.
Problem tasks cannot be cancelled at the __________ state.
A. New
B. Assess
C. Work in Progress
D. On Hold
A. New
**They can only be deleted by an Admin if they have been created unnecessarily.
To impose prerequisites or limits for moving from one state to another on the Problem Task, incorporate new logic in the ________________ script includes.
A. ProblemMigrationHelperUtils
B. ProblemV2Util
C. RelateClosedIncidentsToProblem
D. ProblemTaskStateUtils
D. ProblemTaskStateUtils
When a problem task record is in the New state and is saved or edited, what moves the problem task from the New to Assess state?
A. Check if problem task can be created business rule
B. Update Problem Task State to Assess business rule
C. Update Started fields business rule
D. Update re-assess (reopen) fields business rule
B. Update Problem Task State to Assess business rule
By default, what fields are required to move a Problem or Problem Task from New to Assess?
State
Assigned to
What are the types of Problem tasks? (Select 2)
A. Root Cause Analysis
B. Normal
C. Emergency
D. General
A. Root Cause Analysis
D. General
What is used to copy the problem workaround to related incidents?
A. Copy Workaround business rule
B. Transfer Workaround script includes
C. Populate Related Incidents business rule
D. Communicate Workaround UI action
D. Communicate Workaround UI action
When is the Problem workaround copied to the Additional Comments field of any related incident?
A. Always
B. When the resolution code of the Incident is Known Error
C. When the Incident is in an active state
D. When the Incident is in an On hold state
B. When the resolution code of the Incident is Known Error
T | F: The Communicate Workaround UI action will not appear until text is saved to the Workaround field.
True
What causes the delay in between the time you communicate the workaround to when it populates the related incidents?
A. Slow-running system scripts
B. The process uses an event, which takes a few seconds to be processed
C. Limited bandwidth
D. You have to wait for the scheduled job to run
B. The process uses an event, which takes a few seconds to be processed
What copies the text from the Fix notes field of the problem record to associated incidents?
A. Attach Communication Plans business rule
B. Make Problem State Readonly client script
C. Communicate Fix UI action
D. Resolve Related Incidents UI policy
C. Communicate Fix UI action
By default, when you use the Communicate Fix UI action, the fix notes get copied to Incidents that are in what states? (Select 3)
A. New B. In progress C. On hold D. Resolved E. Canceled F. Closed G. Pending Problem
A
B
C
What script action does the Communicate Fix UI action call?
A. Copy Prb to Inc work notes
B. Communicate Prb to Inc
C. Copy Problem Fix
D. Transfer prb fix
A. Copy Prb to Inc work notes
What plugins must be active so that a user can create a knowledge article from the Problem?
- Problem Management Best Practice - Madrid
2. Problem Management Best Practice - Madrid - Knowledge Integration
What table stores Known Error articles?
A. [knowledge]
B. [kb_template_known_error_article]
C. [knowledge_known_error]
D. [problem_known_error_article]
B. [kb_template_known_error_article]
What maps fields between the problem and knowledge article?
A. Transform map
B. CSM table map
C. Problem Field Mapping business rule
D. Import set
B. CSM table map
What State the problem record returns to when you click on the ‘Re-Analyze’ UI action?
A. Root Cause Analysis
B. New
C. Assess
D. Fix in Progress
A. Root Cause Analysis
Which fields are mandatory when you click ‘Accept Risk’ on a problem record? (Select 2 Answers)
A. Cause notes
B. Work notes
C. Close notes
D. Risk accepted reason
A. Cause notes
D. Risk accepted reason
