Communicate a fix

After you have completed root cause analysis of a problem and have come up with a resolution or fix for that problem, submit change requests to get the problem fixed. Documenting and communicating fix helps user to know the solution to a problem.

Before you begin

Role required: admin, problem_admin, problem_manager or problem_coordinator

About this task

When you communicate a fix, notification is sent to related incidents that a fix is available. The Incident process is designed to use the fix information or to notify the user of the same. For more information on notification, refer Synchronization between incident and problem records.

Note:

The topic applies to Problems where you have activated the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.

Procedure

1. Navigate to All > Problem > Open.
2. Open the Problem record.
3. Enter the information in the Resolution Information > Fix notes field.
4. Save the record.
5. Under Related Links, click Communicate Fix.
   The fix information is copied from the Fix notes field on the Problem form to the Additional Comments field on the Incident form. An email notification is sent to the caller and the user who is assigned to the Incident.