Cause + Problem solution found

Role: Problem Support

Reference User: -REF-PRS

Process: Problem cause and solution found

The cause of a problem was found and it should now be verified if a solution already exists or if it’s necessary to work on error solution.

This use case applies to the situation when the cause is documented and it is found that a solution for the Problem already exists.

1. Describe the existing solution properly in a ticket description. Statement type of this ticket description should be 'Solution'.
2. If the solution is of a generic nature and can also be applied to other cases, the Solution flag should be checked (if the current user's authorization allows it).

   

3. Carry out the solution, then set the Problem ticket to status 'Solution done' by clicking the Solution Done button. Additionally, put in a closing code.

   Note: When closing a Problem, a special Ticket Closing Code can be chosen from the combo box on the 'Details' tab of the Problem Editor. It is a kind of a completion code marking a particular cause of the Problem. It must be set manually.

   

4. Next, the Post Implementation Review (PIR) needs to be conducted and documented. This is then confirmed by clicking the Review done button. Status changes to 'Post implementation Review done'.

   

5. After this it is possible to close the Problem by clicking the Close Problem button.