Resolve and complete a problem

Resolve the issue and add detailed note of the resolution for future reference.

Before you begin

• Role required: admin, problem_admin, problem_coordinator, or problem_manager

• 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.

Procedure

1. Click Resolve.

   [Omitted image "pm-resolve.png"] Alt text: fix in progress state

   The problem enters the Resolved state with Resolution code as Fix Applied.

2. Click Complete.

   [Omitted image "pm-complete.png"] Alt text: resolved state

   The problem enters the Closed state with Resolution code as Fix Applied.

   Note:

   • 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).

   • 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). 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:

   • Who can Re-analyze a Canceled Problem? (problem.closed.role.reanalyze_from_canceled)

   • Who can Re-analyze a Risk Accepted (Closed state) Problem? (problem.closed.role.reanalyze_from_closed_riskaccepted)

   • Who can Re-analyze a Completed Problem?(problem.closed.role.reanalyze_from_completed) 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.

   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.

Parent Topic:Managing Problems