Problem Management

1. Overview

Root-cause analysis, known-error tracking, and corrective action for recurring or major incidents.

2. Entity summary

Name	data_object	Description
Problems	`service_problems`	Root-cause records for recurring or related incidents, with known-error workarounds and links to the fix that will resolve them.
Configuration Items	`configuration_items`	Canonical records of IT things under management: servers, containers, applications, services, network devices, databases, and cloud resources.
Locations	`locations`	Physical or organizational locations referenced across the system, used to place and group other records.
Org Units	`org_units`	Nodes in the organizational hierarchy such as divisions, departments, and teams, with manager, cost center alignment, geographic scope, and parent-child links.

flowchart TD
  classDef master fill:#d4f4dd,stroke:#27ae60,color:#0b3d20;
  classDef embedded_master fill:#fff4cc,stroke:#c79100,color:#5b4500;
  classDef platform_builtin fill:#e0e0e0,stroke:#424242,color:#1a1a1a;
  service_problems["Problems"]
  configuration_items["Configuration Items"]
  locations["Locations"]
  org_units["Org Units"]
  users["Users"]
  org_units -->|"rolls_up_to"| org_units
  locations -->|"rolls_up_to"| locations
  users -->|"owned CIs"| configuration_items
  users -->|"leads"| org_units
  users -->|"owned problems"| service_problems
  org_units -->|"has members"| users
  locations -->|"houses"| users
  class service_problems master;
  class configuration_items embedded_master;
  class locations embedded_master;
  class org_units embedded_master;
  class users platform_builtin;
  style locations stroke-dasharray:5 5;
  style org_units stroke-dasharray:5 5;

3. Entities catalog

#	data_object	canonical code	singular	plural	role	mastered in	mastered label	necessity	personal_content	entity_type	write tier	notes
1	`service_problems`	`service_problems`	Problem	Problems	master	-	-	required	-	operational_workflow	`:manage`	-
2	`configuration_items`	`configuration_items`	Configuration Item	Configuration Items	embedded_master	`cmdb-core`	CMDB Core Repository	required	-	operational_workflow	`:manage`	-
3	`locations`	`locations`	Location	Locations	embedded_master	`iwms-location-master`	Location and Property Master	optional	-	catalog	`:admin`	-
4	`org_units`	`org_units`	Org Unit	Org Units	embedded_master	`hcm-org-positions`	Organization and Position Management	optional	-	operational_workflow	`:manage`	-

4. Aliases and industry synonyms

(none: no industry-scoped aliases for this scope)

5. Relationships

5.1 Intra-scope edges

from	verb	to	cardinality	kind	necessity	owner_side	delete_mode	fk_format	notes
`org_units`	rolls_up_to	`org_units`	one_to_many	reference	optional	source	clear	reference	-
`locations`	rolls_up_to	`locations`	one_to_many	reference	optional	source	clear	reference	-

5.2 Built-in edges (`users` and other platform built-ins)

from	verb	to	cardinality	necessity	owner_side	delete_mode	fk_format	notes
`users`	owned CIs	`configuration_items`	one_to_many	optional	source	clear	reference	-
`users`	leads	`org_units`	one_to_many	optional	source	clear	reference	-
`users`	owned problems	`service_problems`	one_to_many	optional	source	clear	reference	-
`org_units`	has members	`users`	one_to_many	optional	target	clear	reference	-
`locations`	houses	`users`	one_to_many	optional	target	clear	reference	-

5.3 Cross-scope edges

5.3a Outbound from this scope’s masters and contributors

Edges this scope drives: the in-scope endpoint has role of master or contributor.

from	verb	to	cardinality	necessity	delete_mode	fk_format	notes
`service_problems`	is investigated by	`service_incidents`	one_to_many	optional	none	n/a	-
`service_problems`	results_in	`service_changes`	one_to_many	optional	none	n/a	-
`service_problems`	documented_in	`knowledge_articles`	one_to_many	optional	none	n/a	-
`root_cause_analyses`	informs	`service_problems`	one_to_many	optional	none	n/a	-

5.3b Context edges on embedded shells and consumed entities

Edges the canonical owner drives, shown for context: the in-scope endpoint has role of embedded_master, consumer, or derived.

from	verb	to	cardinality	necessity	delete_mode	fk_format	notes
`service_changes`	updates	`configuration_items`	many_to_many	optional	none	n/a	-
`enterprise_applications`	mapped_to	`configuration_items`	many_to_many	optional	none	n/a	-
`enterprise_applications`	onboards_into	`configuration_items`	one_to_one	optional	none	n/a	-
`ci_classes`	classifies	`configuration_items`	one_to_many	required	none (required-if-present)	n/a	-
`configuration_items`	related_via	`ci_relationships`	one_to_many	optional	none	n/a	-
`configuration_items`	baselined_in	`ci_baselines`	many_to_many	optional	none	n/a	-
`configuration_items`	composes	`service_maps`	many_to_many	optional	none	n/a	-
`configuration_items`	backed_by	`hardware_assets`	one_to_one	optional	none	n/a	-
`configuration_items`	changed_by	`service_changes`	many_to_many	optional	none	n/a	-
`configuration_items`	triggers	`service_incidents`	one_to_many	optional	none	n/a	-
`hardware_assets`	represented_as	`configuration_items`	one_to_one	optional	none	n/a	-
`locations`	hosts_desk_bookings	`desk_bookings`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	hosts_room_reservations	`room_reservations`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	site_of_service_requests	`workplace_service_requests`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	measured_by_reports	`space_utilization_reports`	one_to_many	required	none (required-if-present)	n/a	-
`locations`	subject_of_feedback	`workplace_experience_feedback`	one_to_many	optional	none	n/a	-
`org_units`	groups	`employees`	one_to_many	required	none (required-if-present)	n/a	-
`org_units`	contains	`hcm_positions`	one_to_many	required	none (required-if-present)	n/a	-
`cost_centers`	funds	`org_units`	one_to_many	required	none (required-if-present)	n/a	-
`org_units`	engages	`contingent_workers`	one_to_many	optional	none	n/a	-
`org_units`	is_scored_by	`engagement_drivers`	one_to_many	optional	none	n/a	-
`org_units`	is_measured_by	`people_kpis`	one_to_many	optional	none	n/a	-
`org_units`	triggers	`iga_entitlement_definitions`	one_to_many	optional	none	n/a	-
`org_units`	maps_to	`cost_centers`	one_to_one	optional	none	n/a	-
`org_units`	sponsors	`compliance_assignments`	one_to_many	optional	none	n/a	-
`org_units`	sponsors	`benefit_plans`	many_to_many	optional	none	n/a	-
`survey_campaigns`	targets	`org_units`	many_to_many	optional	none	n/a	-
`org_units`	owns	`action_plans`	one_to_many	optional	none	n/a	-
`service_incidents`	references	`configuration_items`	many_to_many	optional	none	n/a	-
`service_changes`	impacts	`configuration_items`	many_to_many	required	none (required-if-present)	n/a	-
`dc_port_connections`	updates	`configuration_items`	one_to_many	optional	none	n/a	-
`vulnerabilities`	affects	`configuration_items`	one_to_many	optional	none	n/a	-

6. Cross-domain context

6.1 Master consumers (other modules / domains that embed this scope’s masters)

(none: no other module embeds this scope’s masters; the canonical owners do.)

6.2 Outbound handoffs (events this scope publishes)

source module	target domain	target module	trigger_event	transition	payload	integration	friction	description
CMDB-CORE	ITSM	ITSM-INCIDENT-MGMT	`ci.unauthorized_change_detected`	(state_change)	`configuration_items`	api_call	medium	Configuration drift against a CI baseline (or change without a CAB-approved change record) creates a compliance / security incident in ITSM. Friction is medium - false positives from legitimate-but-unrecorded operational tweaks are common.
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.created`	(state_change)	`org_units`	event_stream	medium	New org unit drives IGA group/role provisioning. Group-name conventions and ownership must be encoded; otherwise orphan groups proliferate.
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.disbanded`	(state_change)	`org_units`	event_stream	high	Org-unit disbandment requires IGA group cleanup; orphan-group risk if employees re-assigned slowly.
HCM-ORG-POSITIONS	IGA	IGA-ACCESS-REQUEST	`org_unit.merged`	(state_change)	`org_units`	event_stream	high	Org-unit merge consolidates IGA groups: members migrate, entitlements deduplicated, SoD revalidated. Often runs as a batch project rather than event.
HCM-ORG-POSITIONS	HCM	HCM-CORE-WORKER	`org_unit.disbanded`	(state_change)	`org_units`	lifecycle_progression	high	Disbanded org unit requires every incumbent employee to be re-placed before close; worker-record module blocks the close until reassignment completes.
HCM-ORG-POSITIONS	HCM	HCM-CORE-WORKER	`org_unit.merged`	(state_change)	`org_units`	lifecycle_progression	medium	Org-unit consolidation cascades employee re-assignment, manager and dotted-line reassignment, and reporting-line recompute on the worker record.
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.activated`	(state_change)	`org_units`	api_call	low	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.closed`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.created`	(state_change)	`org_units`	api_call	medium	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.disbanded`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.merged`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	ATS	ATS-RECRUITMENT-PIPELINE	`org_unit.reorganized`	(state_change)	`org_units`	api_call	high	-
HCM-ORG-POSITIONS	FIN	(domain-level)	`org_unit.created`	(state_change)	`org_units`	api_call	medium	New org unit usually maps to cost-center; ERP-FIN must reflect the structure for budgeting and labor allocation.

6.3 Inbound handoffs (events this scope reacts to)

target module	source domain	source module	trigger_event	transition	payload	integration	friction	description
ITSM-PROBLEM-MGMT	AIOPS	AIOPS-PREDICTIVE-INTELLIGENCE	`root_cause.identified`	`identified` (signal)	`service_problems`	api_call	medium	Confirmed RCA seeds an ITSM problem record (the long-lived root-cause artifact) and links it to the incident(s) that triggered it. Friction sits in the human-in-the-loop confirmation step - most AIOps RCAs need analyst sign-off before they reach problem-management.
CMDB-CORE	DISCOVERY	(domain-level)	`ci.discovered`	`discovered` (signal)	`configuration_items`	event_stream	low	Discovered devices reconcile against the existing CMDB and either match (update existing CI), promote (create new CI), or queue for manual review (ambiguous match). Low friction when DISCOVERY and CMDB are same-vendor; medium otherwise.
CMDB-CORE	RMM	RMM-AGENT-MGMT	`ci_endpoint.discovered`	`discovered` (signal)	`configuration_items`	api_call	high	RMM contributes CI attributes (OS, installed services, network config) to the CMDB. Failure modes: CMDB receives the same logical CI from multiple discovery sources (RMM, AD, agent-less scans, cloud APIs) with conflicting attribute values; reconciliation rules are CMDB-vendor-specific and rarely fully cover RMM’s payload shape.

6.4 Master providers (modules / domains that own masters this scope embeds)

data_object	role here	necessity	canonical owner(s)	slice notes
`configuration_items`	embedded_master	required	CMDB-CORE (CMDB)	-
`locations`	embedded_master	optional	IWMS-LOCATION-MASTER (IWMS)	-
`org_units`	embedded_master	optional	HCM-ORG-POSITIONS (HCM)	-

7. Lifecycle states

`configuration_items` (Configuration Item)

This scope holds configuration_items as embedded_master; the canonical state machine is owned by CMDB-CORE.

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`discovered`	✓	-	-	-	CI auto-detected by discovery feed; not yet curated.
2	`registered`	-	-	✓	`itsm-problem-mgmt:register_ci`	CI record curated and accepted into the CMDB of record.
3	`in_use`	-	-	-	-	CI is actively in operational use.
4	`retired`	-	-	✓	`itsm-problem-mgmt:retire_ci`	CI taken out of service but record retained.
5	`archived`	-	✓	✓	`itsm-problem-mgmt:archive_ci`	CI record archived after retirement; read-only for audit.

`org_units` (Org Unit)

This scope holds org_units as embedded_master; the canonical state machine is owned by HCM-ORG-POSITIONS.

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`draft`	✓	-	-	-	Org unit defined as part of a future structure; not yet operational.
2	`active`	-	-	✓	`itsm-problem-mgmt:active_org_unit`	Operational unit; carries headcount, cost-center linkage, and reporting lines.
3	`reorganized`	-	✓	✓	`itsm-problem-mgmt:reorganized_org_unit`	Unit folded into or replaced by a new structure; references remain for history.
4	`closed`	-	✓	✓	`itsm-problem-mgmt:closed_org_unit`	Unit dissolved; no employees or positions reside in it.

`service_problems` (Problem)

order	state_name	initial?	terminal?	requires_permission?	derived gate	description
1	`identified`	✓	-	-	-	Problem record opened from one or more correlated incidents.
2	`analyzed`	-	-	-	-	Root-cause analysis in progress.
3	`known_error`	-	-	-	-	Root cause identified; workaround documented.
4	`resolved`	-	-	✓	`itsm-problem-mgmt:resolved_problem`	Permanent fix delivered (typically via a change).
5	`closed`	-	✓	-	-	Problem record finalized; no further action required.

8. Permissions and business rules (derived)

8.1 Permissions

permission	tier	description	included in `:admin`?
`itsm-problem-mgmt:read`	baseline-read	Read access to every entity in the module	✓
`itsm-problem-mgmt:manage`	baseline-manage	Edit operational records	✓
`itsm-problem-mgmt:admin`	baseline-admin	Edit reference data and inherit every workflow gate below	-
`itsm-problem-mgmt:active_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `active`	✓
`itsm-problem-mgmt:reorganized_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `reorganized`	✓
`itsm-problem-mgmt:closed_org_unit`	workflow-gate (lifecycle)	Transition `org_units` into state `closed`	✓
`itsm-problem-mgmt:resolved_problem`	workflow-gate (lifecycle)	Transition `service_problems` into state `resolved`	✓
`itsm-problem-mgmt:register_ci`	workflow-gate (lifecycle)	Transition `configuration_items` into state `registered`	✓
`itsm-problem-mgmt:retire_ci`	workflow-gate (lifecycle)	Transition `configuration_items` into state `retired`	✓
`itsm-problem-mgmt:archive_ci`	workflow-gate (lifecycle)	Transition `configuration_items` into state `archived`	✓

8.2 Business rules

(none: no flag-derived business rules)

9. Roles, RACI, and responsibilities (derived)

Baseline roles, the permission hierarchy, and RACI realization are DERIVED from this scope’s entity-type write tiers + process_raci; none of it is stored in the catalog (the deployer provisions it from this blueprint).

9.1 `ITSM-PROBLEM-MGMT`

Baseline roles:

role	baseline grant
`itsm-problem-mgmt_viewer`	`itsm-problem-mgmt:read`
`itsm-problem-mgmt_manager`	`itsm-problem-mgmt:manage`

Permission hierarchy:

permission	includes
`itsm-problem-mgmt:admin`	`itsm-problem-mgmt:manage`
`itsm-problem-mgmt:manage`	`itsm-problem-mgmt:read`
`itsm-problem-mgmt:admin`	`itsm-problem-mgmt:active_org_unit`
`itsm-problem-mgmt:admin`	`itsm-problem-mgmt:reorganized_org_unit`
`itsm-problem-mgmt:admin`	`itsm-problem-mgmt:closed_org_unit`
`itsm-problem-mgmt:admin`	`itsm-problem-mgmt:resolved_problem`
`itsm-problem-mgmt:admin`	`itsm-problem-mgmt:register_ci`
`itsm-problem-mgmt:admin`	`itsm-problem-mgmt:retire_ci`
`itsm-problem-mgmt:admin`	`itsm-problem-mgmt:archive_ci`

Processes wired:

process_key	process_name	PCF code	PCF ID	level	description
`create_organizational_design`	Create organizational design	1.2.5	10041	3	Formulating a design for the organization’s resources that allow it to meet its objectives. Develop a new framework for molding the organization’s various processes into a coherent and seamless whole.
`conduct_organization`	Conduct organization restructuring opportunities	1.1.5	16792	3	Examining the scope and contingencies for restructuring based on market situation and internal realities. Map the market forces over which any and all probabilities can be probed for utility and viability. Once the restructuring options have been analyzed and the due-diligence performed, execute the deal. Consider seeking professional services for assistance in formalizing these opportunities.

RACI realization:

actor	kind	raci	process_key	realization
`HR-ORG-DESIGN-ANALYST`	persona	responsible	`create_organizational_design`	grant gates [itsm-problem-mgmt:active_org_unit] + the gated entities’ write tier
`HR-BUSINESS-PARTNER`	persona	accountable	`create_organizational_design`	approval gate
`PEOPLE-MANAGER`	persona	consulted	`create_organizational_design`	advisory read grant
`HR-HRIS-ADMIN`	persona	informed	`create_organizational_design`	notification side effect (trigger_event / webhook_receiver)
`HR-ORG-DESIGN-ANALYST`	persona	responsible	`conduct_organization`	grant gates [itsm-problem-mgmt:reorganized_org_unit] + the gated entities’ write tier
`HR-BUSINESS-PARTNER`	persona	accountable	`conduct_organization`	approval gate
`PEOPLE-MANAGER`	persona	consulted	`conduct_organization`	advisory read grant

9.2 Functional ownership and default grants

responsibility	business function	default role	default tier
owner	IT Service Desk	`admin`	`:admin`
contributor	IT Operations	`manage`	`:manage`
contributor	Security	`manage`	`:manage`
consumer	Finance	`read`	`:read`
consumer	Human Resources	`read`	`:read`