Why don't Problem records automatically move from Resolved to Closed after the fix is implemented.

Question

Options

• AIt is designed to follow the ITIL4 standard
• BThere is a scheduled job that automatically moves Resolved problems to Closed after 7 days
• CIt is good practice to monitor fixes implemented, to ensure the underlying issues are resolved,
• DThere is no Closed state. Problem records are moved to Completed

• A
  3% (1)
• B
  6% (2)
• C
  88% (28)
• D
  3% (1)

Explanation

Unlike Incident records (which can auto-close after a period), Problem records intentionally remain in the 'Resolved' state after a fix is implemented. This is by design: Problem Management best practice requires a period of observation to confirm that the root cause has truly been eliminated and the problem does not recur. Moving to 'Closed' is a deliberate human action taken after validation. There is a Closed state in Problem Management (ruling out D). The behavior is not tied to ITIL 4 mandating this specifically (A), and while some implementations use a scheduled job, the core reason is the monitoring principle in option C.

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