Phase 4: Resolution

Problem resolution and closure is the final activity in Problem Control. The objective is to test the root cause candidate. Then you can reclassify the problem as a known error. You might also open a Request for Change (RFC) during this activity.

Due dates

Problem Management uses date fields to set expectations for problem resolution.

Type of record Date field name Comments
Problem Expected Resolution Date You must specify a future date.
Task Due Date This date must occur on or before the expected resolution date for the problem unless the problem resolution date has already expired.
The task owner cannot edit this date and time after initial entry.
Expected Resolution Date Read-only. This field has a value only if the parent problem record has an expected resolution date specified before you create the task. You cannot adjust the expected resolution date of the problem to fit the task.
Known error Expected Resolution Date This time and date are not dependent on the expected resolution date of the problem record.

Notes:

  1. The default time (00:00:00) is midnight of the date specified. You may want to edit it to fall within daytime business hours.
  2. Problem Management allows you to open a task for a problem record with an expired resolution date when necessary. The notification system continues to notify you that the resolution date of the problem with a status of past due is expired. You must close the new task before you can close the problem record with the expired resolution date.