Note

 

This documentation supports the 20.15.01 version of Remedyforce.

To view the latest documentation, click

Closing problems

BMC recommends that you do not edit the fields on the problem form of a closed record. You can edit the link records of the linked objects. However, you cannot link another record by using the New Link button or create and link another record by using the Create and Link button.

The following table lists what actions you can perform or not perform in the record details of a closed record:

Related List

Edit link in the Action column

Delete link in the Action column

New <Link/Action/Task> Buttons

Action History

Allowed

Not Allowed

Not Allowed

Linked Incidents

Allowed

Not Allowed

Not Allowed

Linked Services and CIs

Allowed

Not Allowed

Not Allowed

Linked Change Requests

Allowed

Not Allowed

Not Allowed

Linked Tasks

Allowed

Not Allowed

Not Allowed

To close a problem

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Problems.
  3. From the list of problems, select the problem that you want to close.
  4. From the Actions menu, select Close.

    Note

    This procedure describes the out-of-the-box fields only. If your system administrator has added or removed fields, complete all the fields on the form.

  5. Enter the required details in the Close Problem window.
    The following table lists the fields on the Close Problem window.

    Field

    Action required

    Staff ID Closed By

    Select the staff member who has worked on the problem. By default, this field displays the Staff ID of the currently logged-on staff member. If you are closing the problem on behalf of another staff member, select the staff member who has worked on the problem.

    Closed Date

    The Closed Date field displays the current date and time.

    Status

    Select a close status. By default, this field is filled with the default close status that is configured by the system administrator. If required, you can select a different close status. All status records with the state of Close are displayed in the Status list.

    Closure Category

    Select the category that suggests the reason for closing the record.

    Category

    The Category field is filled with the category that is entered in the Problem form. If the original category is incorrect or no longer applies, select the required category from the Category field.

    Resolution

    Type the resolution of the problem. By default, this field is filled with the value of the Resolution field in the Problem form. You can modify this field to include the confirmed resolution of the problem or any new steps taken to resolve the problem.

    Update Standard Description

    To add the contents of the Problem form Description field as a new standard description for the category of this problem, select the Update Standard Description check box. You might need to add a new standard description to describe a frequently occurring issue that belongs to the category of the current problem.

    Update Standard Resolution

    To add the contents of the Problem form Resolution field as a new standard resolution for the standard description of the issue, select the Update Standard Resolution check box. You might need to add this resolution for the standard description of this issue because it provides the information to resolve the issue or it might be an alternate method of resolving the issue.

    Close Tasks

    To close all tasks linked with this problem, select the Close Tasks check box. When you have resolved the problem, you might want to close all linked tasks because these tasks are no longer required. 

    Note: If linked records, such as linked tasks, are assigned to a staff member who is higher in the role hierarchy than the staff member who is closing the record, these linked records might not be closed if the Private sharing model is applied on the linked object. By default, BMC Remedyforce has configured the Private sharing model for the Incident and Task objects, but system administrators can configure the Private sharing model for Change Request, Broadcast, and Problem objects also.

    Close Linked Incidents

    If you have linked incidents with the record, select the Close Linked Incidents check box to close those incidents. The value in the Resolution field of this record is appended to the Resolution field of the linked open records.

  6. Click Save.

Related topics

Configuring fields on the Close form

Configuring workflows

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