How to Resolve Problem Records and Related Incidents Automatically

Updated: May 13, 2016

Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 - Service Manager

In System Center 2012 – Service Manager, you can use the following procedures to resolve a problem record and the incidents that are associated with it and then validate the resolution.

To resolve a problem record and the incidents that are associated with it

1. In the Service Manager console, click Work Items.

2. In the Work Items pane, expand Problem Management, and then click Active Problems.

3. In the Active Problems view, double-click the problem record that you want to resolve. Then, in the Tasks pane, click Resolve.

4. Click the Resolution tab, and then click to select the Auto-resolve all incidents associated with this problem check box.

5. In the Resolution Category box, select the appropriate category.

6. In the Resolution Description box, type a summary of the resolution for this problem record. For example, type Application of Exchange Server 2010 SP1 fixed the restricted permission problem that affected users across forests.

7. Click OK.

To validate problem and incident resolution

• Verify that the incidents associated with the problem record appear in the All Incidents view and that they have a status of Resolved.

  Note

  
  It might take a few minutes for the incident status to be updated to Resolved.

Managing Problems