Add Problem Module to Service Level Management

Idea created by Chad Brown on May 25, 2016
    Under Consideration
    • Tom Kelsall
    • Chad Brown

    (Originally posted on 25, November 2014)

    We have been doing testing with the Problem module and discovered that Problems are "black holes" in Samanage. Meaning, they generate no emails of any sort. We found a problem with this (and I understand that Problems will be added to the notification system - via another request) - but what about Problems being tied to Service Level Management?


    When we have a number of Incidents with a common symptom, lets pick on Exchange, we generate a Problem and attach those Incidents to the problem. That problem is assigned to the Exchange team for discovery, workaround, and resolution. While the incidents have Service Level Management policies applied against them, there is no way to directly apply them to the Problem itself.


    We would like to see the ability to select a "Module" in the SLM planning stage to apply the SLMs. This would allow the Problem to have comment and update clock run against it. In our current environment, when an Incident (or group of Incidents) needs to scale up to a Problem, we create a "problem tracking" incident and assign it to the same group that is assigned the Problem. This allows "reminders" to run against that Incident, to generate emails to the group the Problem is assigned to.

    What problem will this feature solve?: