Use > Problem Management > Problem Management workflows and user tasks > Close a problem

Close a problem

Part of Workflow(s): Resolution

Review

Applies to User roles: Problem Analyst

Problem Manager

The Problem Analyst verifies that all related known errors are closed or resolved before closing the problem record. If you try to close a problem that has open related known errors, the following message is displayed:

The Problem has open associated Known Errors. Force those Known Errors closed?

If you answer "yes," the open known errors are closed, and the solution to the problem is cascaded to all those known errors (but not to known errors that were already closed). If you answer "no," only the problem is closed, and the known errors remain unchanged.

The Problem Analyst then consults with the Problem Manager to determine if a problem review and problem report are required. If a review is required, the Problem Manager documents the results of the review as part of the problem report. As part of the problem closure and review process, the phase of the problem record is updated to Problem Closure . When the review is complete, the problem is closed with the applicable closure code.

To close a problem, follow these steps:

  1. Click Problem Management > Search Problems.

  2. Use search or advanced search to find one or more records.

  3. Double-click the problem record that you want to close.
  4. In the Activities tab, select the applicable type from the New Update Type field.
  5. In the New Update field, enter the reason that this problem will not be fixed.
  6. Click Close in the taskbar, confirm that the subcategory and area are correct, and then select an applicable closure code.
  7. Click Finish to close the problem.

Note You can add parts and labor costs tracking to an incident, problem, change, or request or to any associated task of a record. To do this, navigate to the Cost tab, specify the currency, and then specify the date, part number, and quantity for any parts used.  Alternatively, specify the date, technician name (used to derive the rate from the operator record), and hours worked for any labor. Service Manager will automatically calculate and roll up costs from any sub tasks into the Total cost field on the Costs tab.