Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?
Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?
You should use the Communicate workaround Related Link on the Problem record when the workaround is helpful information for the Callers on the Problem's related Incidents. This is because the content of the workaround gets added to the activity stream of all related incidents and generates notifications to the Caller, which effectively communicates the necessary information to the appropriate audience. It ensures that Callers receive updates about the workaround, thereby stopping escalations and improving communication regarding the issue.
D. is the correct answer. As per page 355 of CIS-ITSM (Tokyo) eBook: 1. By default, the workaround gets copied to the work notes of any active (i.e. Open, In Progress) incidents related to the problem record. 2. The workaround is also copied to the Additional Comments of any related incident that has Resolution code of Known error. A is NOT correct answer, because callers are not able to see work notes, they can only see additional comments. As per 2nd point above, workaround is copied to additional comments of 'resolved' incidents not for 'open' incidents (which is specified in option A).
to be fair, it's not clear that the incidents are open, the question could have explicitly stated "... Problem's related open incidents", seems the question aimed to confuse.
Please ignore my previous post. This really seems confusing. Option A: The caller won't be able to see the work notes unless they are ITIL users Option D: Should the work notes be copied from the workaround to the problem's work note list?
yes, I checked in the e-book as well, A is meant to confuse you, so D must be correct.
When you select Communicate Workaround in the problem record, ALL of the the following happens not just updating work notes: 1. The contents of the workaround is added to the Work notes field for any active (not in a state of Resolved, Closed, or Canceled) incidents related to the problem record 2. and to the Additional comments field of any related incident with a Resolution code of Known error. 3. The workaround is also automatically sent to the incident Caller, to anyone added to the incident Watch list, and to the incident Assigned to user. This is from the ebook and verified in an instance.
Please ignore my previous post. This really seems confusing. Option A: The caller won't be able to see the work notes unless they are ITIL users Option D: Should the work notes be copied from the workaround to the problem's work note list?
ITSM Book: The Communicate Workaround UI action may be used to copy the problem workaround to related incidents. By default, the workaround gets copied to the Work Notes for all incidents related to the problem reord with state New, In Progress or On Hold (in other words, Open incidents) The workaround is also copied to the Additional comments of any related incident that has a Resolution code of Known error.
https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/problem-management/task/communicate-workaround.html
A sounds more correct
D. The caller would not be informed unless incident has a resolution code of Known Error, thus Work notes list is the correct answer Pg 355 says "By default, the workaround gets copied to the Work notes of any active (not in a state of Resolved, Closed, or Canceled) incident related to the problem record. The workaround is also copied to the Additional comments of any related incident that has a Resolution code of Known error."
Correct Answer is "D". A. is for "Open" incidents which for this question is a wrong answer, since the workaround gets copied to the "Resolved" incident's additional comments with "Known Error" resolution code.
CIS-ITSM module 6 : Problem Management - Communicate Workaround states "By default, the workaround get copied to the WORK NOTES for all incidents related to the problem with state NEW, In Progress or On Hold." " The workaround is also copied to the ADDITIONAL COMMENTS of any related incident that has a resolution of Known error"
https://www.servicenow.com/docs/bundle/xanadu-it-service-management/page/product/problem-management/task/communicate-workaround.html
A is the answer
Correct Answer : A
Correct ans: A
A is correct. Pg 355 in the CIS-ITSM ebook
Pg. 355 states "By default, the workaround gets copied to the Work notes of any active (not in a state of Resolved, Closed, or Canceled) incident related to the problem record. The workaround is also copied to the Additional comments of any related incident that has a Resolution code of Known error." - The answer is D. You looked it up, and still got it wrong.
D answer pg 350 utah. Not a because open incident.and not c because workaround goes to worknote only unlike fix which go to assignee also.
D is correct: Communicate Workaround will update the work notes of the related incidents. Who subscribed to the work notes list will get notified.
Thank you for looking it up, this is correct. Please put in this comment as a voting comment so it counts towards the votes.
The Communicate Workaround UI action may be used to copy the problem workaround to related incidents. By default, the workaround gets copied to the Work notes of any active (not in a state of Resolved, Closed, or Canceled) incident related to the problem record. The workaround is also copied to the Additional comments of any related incident that has a Resolution code of Known error. PG. 355. ServiceNow (N.D). IT Service Management (ITSM) Implementation - Tokyo. ServiceNow. https://evantage.gilmoreglobal.com/books/SN-ITSMI-T010-PG-E https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management/task/communicate-workaround.html
From ITSM Utah: "The contents of the workaround is added to the Work notes field for any active incidents related to the problem record, - and to the Additional comments field of any related incident with a Reolution code of Known error. - The workaround is also automatically sent to the incident Caller, - to anyone added to the incident Watch list, - and to the incident Assigned to user." Option B is discarded because the text does not include knowledge articles. Option C is discarded because it is not included in the text Problem's Assignment Group. Option D is also discarded because the text names the Incident Watch List, which is different from the Work Notes List. The most correct option is A because "The workaround is also automatically sent to the incident Caller".
Work around gets copied to the worknotes, not visible to the caller.
PROBLEM WORKOTES DOESN'T MAKE ANY SENSE , notification to related incident callers make more sense
IT Service Management (ITSM) Implementation - Vancouver / page 341
URL: https://servicenow.read.inkling.com/ Book "IT Service Management Fundamentals" Section "Problem" "The contents of the workaround is added to the Work notes field for any active (not in a state of Resolved, Closed, or Canceled) incidents related to the problem record, and to the Additional comments field of any related incident with a Resolution code of Known error. The workaround is also automatically sent to the incident Caller, to anyone added to the incident Watch list, and to the incident Assigned to user."
When the Communicate workaround Related Link on the Problem record is updated:
Answer is A. D is WRONG because the contents of workaround is added to related INCIDENT Work notes field and additional comments fields. D says "PROBLEM Work notes" which is wrong.
The problem number and the content of the Workaround field are added to the activity stream on all related incidents. (from the Docs - A seems correct)
A is correct
A is correct
Why the uses of : 1. The Problem Assignment Group 2. Problems Work Notes?
textbook p190
A should be correct for incidents not opened. In that case workaround is paste on additional comments of incidents related to the problem, so visible to Callers. For incidents opened the workaround is paste on work notes.. not visible to caller... I don't understand what is the correct answer
correct
No. PG. 355 ebook.
Correct answer is A
No. PG. 355 ebook.
A is correct
No. PG. 355 ebook.
i would say A based on https://docs.servicenow.com/bundle/rome-it-service-management/page/product/problem-management/task/communicate-workaround.html
D is correct since the workaround gets copied to the worknotes of open incidents
D is correct
All of these explanations talk about Incidents, but A is the only one that talks about loading to Incidents, so how can it be D?
A. as per servicenow documentation: The problem number and the content of the Workaround field are added to the activity stream on all related incidents. By default, any entries made in an incident activity stream field generate an email notification to the Caller that you mention on the Incident form. It stops escalations and effectively communicates to the appropriate audience ("caller" receives a notification)
Work Notes are not communicated to callers. Only Additional Comments.
A is the correct answer, it doesn't appear only in work notes, but in the additional comments too
Because it is copied into the incident records, not only into the problem
I have tried it on my PDI. I first populated the WORKAROUND field then click the Communicate Workaround related list. There is an info message stating that Workaround communicated. When I opened the Incident related, I see the workaround on the worknotes.
Communicate fix shows in the incident's work notes. Not visible to the caller.
Changing my vote for A. After testing in my pdi, Problem(not incident)'s Work notes list do not get a notif on communicate workaround.
Answer is D
Sorry, Answer should be A.
It should be, supposed to confuse you. Answer is D
https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/problem-management/task/communicate-workaround.html
D - It's going to the notes list. Initial gut feel is open related but that's a red herring
IT Service Management (ITSM) Implementation On Demand Module 6.3: Problem Lifecycle Page: Communicate Work around Answer is D The workaround is copied to all work notes of incidents where the state is "New", "In Progress", or "On Hold". The workaround is also copied to "Additional Comments" in Incidents where the state is resolved.
A is correct. D is meant to confuse you.. THe catch is the Problem's work notes not any related Incident worknotes.