If you want to create a new process without those actions, I'd use the process designer, right hand click and copy. Then rename your copied process, remove the actions you don't want and away you go
Thanks, that is what I tried. I took out the whole leg of the resolve branch in the Rich incident process thinking that would do the trick.
then I still get the ACTION item Resolve. and if I do Resolve fill in that window and save I get the action item Unresolve which I deleted out of this process also.
Check the optional actions at the status you are at. If you open up the process diagram using the signpost icon (looks like an axe to me!) that will show you the status you are at. I suspect you have a Resolve action in there as well
As I said, I'd suggest you look at all the optional actions on all the status you have. I bet there is a resolve action in there
Hi David, Below is this what you are referring to?
You do this in the process Design of the relevant Process.
Step by Step:
1. Log in to Console and go to Process Designer.
2. Deactivate and launch the relevant Process
3. Highlight the relevant Status where you would like to see the Stop/Start action
4. Go to Properties and open the "Optional Action Instances" option.
5. In the "Available Action Instances" find the Stop Clock and Start Clock actions.
6. Move these over to "Selected Action Instances" and click OK.
7. Save and Activate your Process.
These actions will show as needed, meaning that if the clock is started on the Incident you will only see the Stop Clock action. If the clock is stopped you will see the Start Clock action.
You can add these actions on to any status. If you need this on more than one status, please follow through the above steps, but make sure that you select the relevant status.
Please note that if you have these actions available for the Analysts to use, if an Incident is stopped, this will mean that it will not count towards its breach date until the clock is started again. If you wish to make this action privileged please see this article: Hiding a manual action on an IPC whilst retaining the privilege for automatic actions (for example hide the "add assignm…
Yes indeed. Peck around in the optional actions and remove resolve from there, remove resolve from everywhere in your process and it should be gone. if it isn't, try recycling the pool your applications are running on using configuration manager and if that doesn't work, I'd call your local support team.