Closing a Problem
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A validation on save rule that states that a problem cannot be marked resolved or closed unless all associated change records are in the implemented, closed, canceled, denied, or deferred states (or the change is not in the logged, requested, pending approval, or scheduled states) is disabled by default.
If you need to enable this validation rule, ask your administrator to enable it for the problem business object. |
After a problem is set to resolved, you can close the record.
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Only Problem Managers can change a problem status to closed. |
| 1. | Log into the Service Desk Console as a Problem Manager, and from the Problem workspace, open the problem that you want to close. The problem must be in the active status. |
| 2. | Update the fields as needed. |
--fields--
| Field | Description |
|---|---|
| Resolution Action | The action that resolved the problem. Select from the drop-down list. |
| Resolution Description | A description of how the problem was resolved. |
| Workaround | Optional. If a workaround was found, enter its description and the steps taken. |
| Status | The new status of the problem. Select resolved from the drop-down list. |
| 3. | Major problems require a problem review at this time. To conduct a problem review, do the following: |
- Create a major problem review task.
- Select a Problem Review BoardA group of people who manage problems. This is done through analyzing incidents as they happen, reviewing historic trend data, and staying current with industry news and vendor updates. The PRB must include representation from relevant individuals to effectively review incident trend data for reactive Problem Management as well as searching for risks from a proactive stance..
- Upon completion of the review, document the review result and attach the document to the problem record.
For more information, refer to Working with the Problem Review Board.
| 4. |
Click Save  from the toolbar.
All linked incidents are set to resolved status. |
After a problem is set to closed, the cost of the problem is updated by rolling up the cost of all associated tasks. The time specified in the Actual Effort field of each completed task is rolled up to show the total time spent on the problem in the Time field.