Resolve and complete a problem

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.

The problem enters the **Resolved** state with **Resolution code** as **Fix Applied**.

1. Click Complete.

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**.

Parent Topic:Managing Problems