1 Reply Latest reply on Nov 23, 2016 8:37 AM by Jamie Cannon

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

    neil_p1000 Apprentice

      Got a bit of a Problem (no pun intended)

       

      Our problem Manager wants any incidents that are attached to a Problem to be resolved when the problem is closed. I found an Article which described putting in a precondition on the Open Status of the incident process which checks if Problem is closed, if yes resolve child incidents, but I came across a number of issues with this.

       

      • Cannot add this as their is already a resolve on creation precondition which has a resolve Auto Action (so we get an error on the process cannot save process as there are multiple AutoResolve Actions on the Open Status)
      • If I remove the resolve on creation and replace with the Problem Closed Pre-Condition any new Incidents created are automatically Resolved

       

      Any Guidance\Advice would be appreciated