Problem Closure Rules

Problem closing rules can be used to select the mandatory fields to be filled in by the technicians while closing the problems and also includes optional rules that can be enabled by the technician on closing the problem.   
 
Example: If you have selected 'Associated Tasks should be closed' as a mandatory field in this page, then the technician whoever resolving the problem, should close all the related tasks to a problem and enter the details in the corresponding field before closing it. Else an error message pops up, asking you to fill the details in the field. If you have selected the optional rules as, E-mail all requesters affected by this problem and Close all associated incidents, on closing the problem a pop up window listing the selected optional rules appears. Based on the incident the technician can enable the check box corresponding to the optional rules.  

To configure the problem closing rules,

1. Go to Admin > Automation > Closure Rules > Problem (Old UI: Admin > Problem/Change Management > Problem Closure Rules).

2. Select the Mandatory Fields from the list to be filled in before closing the problem by enabling the check box.

3. Select the Optional Rules by enabling the check box. The selected rules will get listed to the technician on closing the problem. Based on the incident the technician can,

• E-mail technician working on incidents associated with this problem : An e-mail notification is sent to the concerned technicians working on the incident associated with the problem.

• E-mail all requesters affected by this problem : An e-mail notification is sent to all requesters who have raised requests concerning the problem.

• Copy problem solution and workaround to all associated incidents : The solution to the problem and workaround is copied to all associated incident

• Close all associated incidents : All the associated incidents is closed on resolving the problem.

      3. Save the details.