Resolve and complete a problem

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • 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.
      fix in progress state
      The problem enters the Resolved state with Resolution code as Fix Applied.
    2. Click Complete.
      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.