Documentation

This is taking longer than usual. If nothing appears, refresh the page.

Documentation

    {{docApp.userSession.userId}}
    {{docApp.userSession.userName}}
    {{docApp.userSession.email}}
    Issuer : {{docApp.userSession.issuerInstance}}
    Expires : {{new Date(docApp.userSession.validUntil).toLocaleDateString()}}

{{docApp.title}}

{{docApp.description}}

Connect an AI assistant

Your AI assistant can read this documentation directly, so it answers from the current content instead of guessing. Add one of the servers below to your client — they use the Model Context Protocol (MCP). Each one covers a different body of content, so add the one you need.

The catalog did not load. Refresh the page to try again.

Loading…

How can we help?

{{docApp.searchError}}

Searching in {{docApp.searchFilterBySpecificBookTitle}}

 {{docApp.currentResultsSearchText}}  in {{docApp.searchFilterBySpecificBookTitle}}
Found {{docApp.searchResponse.totalResultsAvailable}} matches. Showing the top {{docApp.searchResponse.results ? docApp.searchResponse.results.length : 0}}. Use a more specific search to further narrow down the results.
No documentation pages match this search, so all content types are shown. Most matches are in {{docApp.searchDocTypeRescue.best.name}}.
There is no book with the ID "{{docApp.searchBookRescue.bid}}", so the book filter from this link was ignored and results from all books are shown.

You have an odd number of " characters in your search terms - each one needs closing with a matching " character!

  • {{resultItem.title}} {{resultItem.matchedBy === 'semantic' ? 'semantic' : (resultItem.matchedBy === 'both' ? 'keyword + semantic' : 'keyword')}}

    {{resultItem.url}}

{{docApp.libraryHomeViewProduct.title || docApp.libraryHomeViewProduct.id}}

{{docApp.libraryHomeViewProduct.description}}

  1. {{book.title}}

Problem Record Automation

Use these nodes at any stage in a workflow to automate Problem Record specific actions.

Get information

  • Problem Details: Use this node to get the Accepted Solution, the Root Cause, and the Workaround from a problem record.

Suspend

The suspend node type is used to suspend a problem record’s workflow until the selected task has been completed. This can ensure that the workflow does not continue until the problem record has been updated with the required information.

Suspend workflow image

Suspend tasks

  • Wait for workaround: Use this task to suspend the workflow and wait for a workaround to be added to the Problem Record.
  • Wait for publishing: Use this task to suspend the workflow and wait for the problem record to be published.

Suspend options

  • Request Id: The request ID of the problem record to suspend. This is a mandatory field. It is recommended that this be set to Auto which will automatically use the request ID of the problem record that is being processed in the workflow. If you select Manual, you will need to provide a valid request ID.

  • Expire Period: When the expire period is reached, the workflow will automatically continue, without the suspend task being completed. The expiry period takes the Working Time Calendar into consideration when calculating the time that the workflow will resume.

  • Notices: When a workflow is suspended, it is recommended to display a notice on the problem record to inform users that the workflow is waiting for a task to be completed. You can configure the following options:

    • Add notice: Select Yes to display a notice on the problem record.
    • Notice type: Select either Alert or Information. An alert will be displayed in a red box, while an information notice will use a blue box.
    • Notice text: The notice text that will be displayed.
    • Notice visibility: Choose between Service Desk, Portals, or both.

    Tip: Once the suspend task has been completed and the workflow resumes, the notice will be automatically removed.

Update problem

  • Problem Details: Use this node to update the Workaround and Root Cause on a Problem Record.
  • Version {{docApp.book.version}}
  • Node {{docApp.node}} / {{docApp.build}}
In This Document