1 Reply Latest reply on May 8, 2017 2:17 AM by Rizwan

    How to create a Problem request from a resolved Incident

    GPStrategies Rookie

      As an service desk analyst I will create a problem ticket from within a resolved incident record.

        • 1. Re: How to create a Problem request from a resolved Incident
          Rizwan Specialist

          In the Process designer on your Incident Process, after the Resolved Incident State check whether you have added a manual action and automatic action for the creation of Problem record.

          Manual Action -> Create Problem from Incident

          Automatic Action -> Create Problem

          Automatic Action properties set the default process to Standard Problem Process.

           

          You can refer the OOTB process of Incident to get more idea.

           

          Regards,

          Rizwan

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