Overview
- 04 Apr 2024
- 1 Minute to read
- Print
- PDF
Overview
- Updated on 04 Apr 2024
- 1 Minute to read
- Print
- PDF
Article summary
Did you find this summary helpful?
Thank you for your feedback
An expert Reviewer's eye!
A reviewer is a person who reviews the Problem records to ensure the effectiveness and efficiency of the problem-resolution process. The Reviewer can review the Problem Record (PR) once it is in RCA Approved status. The reviewer can Approve, Reject, or Refer back to the Problem Record. If the RCA Approver and Reviewer are the same person, the PR is auto-approved after RCA Approval.
User Persona: Administrator
Let's explore the following use case.
Use Case User Persona: Administrator | Solution |
| ACME has a problem management team set up to handle and implement resolutions for problem records created. However, they are missing a reviewer who could review and approve the genuine problem records. They want the problem records to be reviewed thoroughly before implementation. | Fredrick the administrator can configure the Reviewer configurations. For different workgroups, different reviewers can be set. For example, for problem records created by the Server team, the reviewer can be set as the manager of the Server team. Only once the manager reviews and approves the PR, it can be implemented. |
Configure Reviewer
A Reviewer can be set to review and approve the RCA for the problem records.
To configure Reviewer, perform the following steps:
- Navigate to Design Studio > Select Module > Configuration > Others (PM) > Reviewer. The Reviewer listing page is displayed. Click New.
Figure: Reviewer List - The RCA Reviewer is displayed.
Figure: RCA Reviewer - Enter the required details as described in the following table and click Save.
Figure: Reviewer List
Figure: RCA Reviewer| Field | Description |
|---|---|
| Tenant* | Select the Tenant from the list. This is a mandatory field. |
| Description | Specify a brief description of the Reviewer. Reviewer details such as email address, contact details, etc. can be mentioned. |
| Workgroup | Select the Workgroup from the list. |
| Sort Order | Select the sort order in which the Reviewer values are displayed or listed within the ITSM system when Analysts are selecting or viewing them. |
| RCA Reviewer | Select the name of the RCA reviewer from the list of available names. |
| Default | Select the check box to display the RCA Reviewer for the selected Tenant, by default. |
| Active | Select the check box to make the RCA Reviewer available on the other pages of the application. |
Was this article helpful?