Best Practice plugins for Change / Incident / Problem / Service Level Management - Support and Troubleshooting

Best Practice plugins for Change / Incident / Problem / Service Level Management Issue  Overview

The following new best practice plugins were introduced in Jakarta. Plugin Name Plugin ID Change Management Best Practice - Jakarta com.snc.best_practice.change.jakarta Incident Management Best Practice - Jakarta com.snc.best_practice.incident.jakarta Problem Management Best Practice - Jakarta com.snc.best_practice.problem.jakarta Service Level Management Best Practice - Jakarta com.snc.best_practice.sla.jakarta These plugins are activated by default for new Jakarta instances.

Upgrading to Jakarta and activating the plugins When upgrading to Jakarta, these plugins are available for activation by requesting them through the Now Support (HI) . Activating these plugins updates the forms and functionality of the applications. Before activating these plugins in an upgraded production Jakarta instance, they should be activated in a cloned, upgraded sub-production instance and validated. These plugins are not displayed in your plugin list, even after activation. To determine if one of these plugins has been activated, check for the following enhancements: Incident Management Before - Incident form has one related list Task SLAs After – Incident form has four (or five) related list (3 or 4 new) Task SLAs Affected CIs Impacted Services Child Incidents Requests (hidden if empty) Change Management Before – Change form has 7 related lists Affected CIs Impacted Services/CIs Approvers Change Tasks Problems Incidents Fixed By Change Incidents Caused By Change After – Change form has 8 related lists (1 new) Affected CIs Impacted Services/CIs (now references cmdb_ci instead of cmdb_ci_service) Approvers Change Tasks Problems Incidents Fixed By Change Incidents Caused By Change Task SLAs Problem Management After – Business Service field added to Problem form Service Level Management After – Target field added to the SLA Definition form

Additional Information For details about the changes made by these plugins, see the "ITIL proven practices alignment" section in the release notes below: Change Management Best Practice - Jakarta Incident Management Best Practice - Jakarta Problem Management Best Practice - Jakarta Service Level Management Best Practice - Jakarta