Problem Closure Rules
Problem Closure Rules ensure that all required actions are completed before a problem is closed. Administrators can define mandatory fields and rules that technicians must complete before problem closure, provide closure details, and also provide optional actions that can be performed after closure.
To configure the problem closing rules,
-
Go to Setup > Automation > Closure Rules > Problem Closure Rules.
-
Select the mandatory fields and rules before closing the problem.
-
Choose whether closure details must be provided. The closure code and comments can be marked as mandatory if required.
-
Enable Optional Rules as needed. After the problem is closed, technicians can perform actions on the associated incidents based on the configured options.
-
Email technicians working on incidents associated with this problem: Send email notifications to technicians working on associated incidents.
-
Email requesters of the incidents associated with this problem: Send email notifications to requesters of associated incidents.
-
Copy problem solution and workaround to all associated incidents: Copy problem solution and workaround to associated incidents (available only if these fields are configured).
-
Allow technicians to move all associated incidents to one of these statuses: Move associated incidents to selected completed statuses (excluding Canceled).
-
Save the configuration.
Example: If Associated Tasks should be closed is configured as a mandatory rule, technicians should close all related tasks and complete the required fields before closing the problem. Otherwise, technicians will be prompted to complete the mandatory requirements before proceeding.
