Close a problem task

Part of Workflow(s): Active

Review

Applies to User roles: Problem Analyst

Problem Coordinator

Problem Manager

To close a problem task, follow these steps:

  1. Click Problem Management > Search Problem Tasks.
  2. Use search or advanced search to find one or more records.

  3. Double-click the problem task that you want to close.
  4. In the Activities tab, select the applicable update type from the New Update Type list.
  5. In the New Updatefield, add any activity notes.
  6. Click Close in the taskbar.
  7. In the in the Closure Code drop-down list, select a closure code.
  8. In the Task Outcome field, enter an outcome.
  9. Click Finish to close the problem task.

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.

 

Related topics

Problem Management overview
Assign a Problem Management task
Document the root cause
Document the workaround
Investigate and diagnose a Problem Management task
Open a known error
Test the workaround