Concepts and Processes → Process Apps Overview → Service Management Process Apps → Problem Management → Problem Management Overview → 6. Problem Resolution
Problems can be resolved in a variety of ways. First, there may be a workaround to the problem, explaining how to address the problem when it is encountered. Second, the problem may be caused by an underlying problem in the system that needs to be changed. A change needs to be made in the system at large to fix the root cause of the problem. And third, the problem may have no solution. In this case, you may want to create a tech note in Knowledge Center to alert people about the problem.
These three approaches are not mutually exclusive; for example, there may be a workaround but there may still be a problem in the system that needs to be resolved.
All of these approaches can be implemented from the Error Identified state in the problem workflow.
Resolve, which moves the known error to the Resolved state, where it can be reassessed at a future time.
To create a tech note from the problem, select Yes in the Create Tech Note field. The Confirm transition then opens a submit form into Knowledge Management.
The content fields in the Knowledge Center article are automatically populated with the content from the problem. Select Load Article Template to clear the populated information and replace it with the content from the template.
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