After completing a problem, verify whether the issue has been eliminated and close the problem with its originators.
Closed problems are available in the Problems → Closed category.
To close the Problem record, follow the steps below:
- Open the Problem and select the Closed value in the State field.
- Click the Save or Save and Exit button to apply the changes.
Complete Originators
When resolving or completing an issue, use the problem options to automatically close all incidents or other records that are the originators.
To complete the originators, follow the steps below:
- Open the Problem record form and enter the Related Records tab on the Related Information area.
- Turn the Complete Originators checkbox active.
- Click the Save or Save and Exit button to apply the changes.
A problem record allows users to keep all necessary information about solving and closing issues.
Closure Code
This code specifies the option of problem closure. SimpleOne has the following options:
Option | Description |
|---|
| Solved 1st level | The problem was resolved by the 1st level of service agents without functional escalation. |
| The problem was resolved by the 2nd level of service agents (1st level was not unable to solve). |
| Not Solved (Dropped) | |
| Not Solved (Refused) | The problem is not solved due to some circumstances. |
Closure Notes
Make notes with the information and details about problem works performed.
To make a note, fill in the Closure Note field, and click Save or Save and Exit on the problem form to apply the changes.
All saved closure notes are available on the Notes tab of the Related Information area.
