{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":33396,"path":"it-service-management/problem-management/resolve-and-complete-problem.md","title":"Resolve and complete a problem","bundle":null,"doc_type":null,"release":"australia","body":"\n# Resolve and complete a problem\n\nResolve the issue and add detailed note of the resolution for future reference.\n\n## Before you begin\n\n-   Role required: admin, problem\\_admin, problem\\_coordinator, or problem\\_manager\n-   Activate the Problem Management Best Practice — Madrid — State Model \\(com.snc.best\\_practice.problem.madrid.state\\_model\\) to get the new best practice states and guided actions to navigate the lifecycle of a problem. For details, see [Activate Problem Management Best Practice — Madrid — State Model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/problem-management/act-pm-best-prac-madrid-state-mod.md).\n\n## Procedure\n\n1.  Click **Resolve**.\n\n    \\[Omitted image \"pm-resolve.png\"\\] Alt text: fix in progress state\n\n    The problem enters the **Resolved** state with **Resolution code** as **Fix Applied**.\n\n2.  Click **Complete**.\n\n    \\[Omitted image \"pm-complete.png\"\\] Alt text: resolved state\n\n    The problem enters the **Closed** state with **Resolution code** as **Fix Applied**.\n\n    **Note:**\n\n    -   When a problem is closed or canceled, all related open problem tasks are canceled provided you select the problem management property **Cancel open Problem Tasks when closing a Problem** \\(**problem.closed.cancel\\_open\\_tasks**\\).\n    -   When a problem is closed, you can still create problem tasks provided you select the problem management property **Can create a Problem Task on a Closed Problem?** \\(**problem.closed.can\\_create\\_tasks**\\).\n    You can reanalyze the problem even after it is closed by clicking **Re-analyze**. The state of the problem changes from **Closed** to **Root Cause Analysis**. The following problem management properties controls who can reanalyze the problem:\n\n    -   **Who can Re-analyze a Canceled Problem?** \\(**problem.closed.role.reanalyze\\_from\\_canceled**\\)\n    -   **Who can Re-analyze a Risk Accepted \\(Closed state\\) Problem?** \\(**problem.closed.role.reanalyze\\_from\\_closed\\_riskaccepted**\\)\n    -   **Who can Re-analyze a Completed Problem?**\\(**problem.closed.role.reanalyze\\_from\\_completed**\\)\n    When all the related tasks mentioned in the problem management property **List of related task records \\(comma-separated\\) to track as fixes for this Problem. Used to notify the Coordinator when the all of the related fix records are Completed or Canceled. E.g. incident.problem\\_id, change\\_request.parent** \\(**problem.fix.records**\\) are completed, a notification is sent to the problem coordinator regarding the same.\n\n    **Note:** Changing this property to include new tables also requires you to create a corresponding Business Rule for the overall functionality to work seamlessly. For example, for the Change request, the Business Rule is **Check Related Problem Fixes - Change Req**.\n\n\n**Parent Topic:**[Managing Problems](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/problem-management/problem-mgmt-lifecycle.md)\n\n"}}