Closing Problem Tickets
Closing Problems is a manual process as it does require human intervention to ensure that all steps, tasks and changes have been completed successfully.
In order to close a problem:
- Ensure all associated Tasks are in a state of Completed.
- Ensure all information is accurate.
- Change the Problem State to Closed/Resolved.
- Problem ticket, once saved, will become read-only
Note 1: Problem ticket will not close unless all tasks are complete. Error will be thrown until all tasks are completed.
Note 2: If Problem’s are closed inadvertently, Problem Management will be able to re-open the Problem.