Difference between revisions of "Resolve/Close option disabled"
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Thereafter go to Actions > Resolve/Close button should now be enabled. | Thereafter go to Actions > Resolve/Close button should now be enabled. | ||
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| + | Further details about the Problem Processing cycle can be found on https://success.support-works.com/#docviewer?doc=Supportworks-ITSM-Enterprise/Version-3.6.1/User-Guide/Problem-Management/Problem-processing-cycle | ||
Latest revision as of 13:02, 1 August 2018
Normally on Problem Details forms, the Actions > Resolve/Close call option is disabled. That is because Problems are not meant to be resolved/closed as Problems. Theyshould first be converted to Known Errors before they get resolved/closed.
First, log a Problem ticket by specifying the name of the customer, the Configuration Items causing the issue and the analyst in charge of this Problem ticket. In order to convert this Problem to a Known Error, click the Workaround tab and enter the workaround text. Thereafter click the Publish as a Known Error button. You will get a pop up message saying the Problem has been converted to a known error.
Thereafter go to Actions > Resolve/Close button should now be enabled.
Further details about the Problem Processing cycle can be found on https://success.support-works.com/#docviewer?doc=Supportworks-ITSM-Enterprise/Version-3.6.1/User-Guide/Problem-Management/Problem-processing-cycle