How to create a "Resolve" action from problem that will automatically resolve incidents

Version 3

    Verified Product Versions

    LANDESK Service Desk 7.7.xLANDESK Service Desk 2016.x

    You can setup parent child linking in Service Desk when the 2 object are withing the same module/domain (see http://community.landesk.com/support/docs/DOC-3564);

     

    For example: you can automatically resolve all linked child incidents to the parent incident as soon as it is resolved. But you also could need to resolve all linked child incidents to a parent problem when this one is also resolved. The article mentioned above (3564) doesn't address this issue but there is a way to do it though;

     

    By amending the incident process that has a precondition that looks at the status of the Problem:

     

    In the Incident process, you may add a precondition, for example called "Problem Closed" followed by an automatic action "Resolve" which will resolve the incident(s) concerned, as shown in the images below.

     

    process1.bmp

     

     

    process2.bmp