Pending Close
After you have resolved a problem, you wait for the original requester to validate the resolution before closing the ticket. This allows the original requester to confirm if the resolution provided actually resolved the problems they were experiencing. If the problem is not resolved, ChangeGear moves the problem back to the Processing state.
If incidents are linked to a problem when the problem is closed, the incidents' status is also set to Pending Close and the original requesters are notified of the resolution.
The History tab on the form displays a history of changes made to the problem report. These records provide a useful audit trail.
To close a problem report:
-
Open the Problem report.
-
In the toolbar, click Close.
-
Choose the appropriate Close Type.
-
In the Comment box, type an explanation for closing the problem report, click Close.
-
Click OK.