Resolve related incidents from a problem

After a problem is considered resolved, all of the incidents related to the problem with the state On Hold may be resolved using a UI action from the Problem form.

Before you begin

Role required: itil

Procedure

  1. Open a resolved problem that has associated incidents.
  2. Right-click the form header and select Resolve Incidents.
    Note: Only the incidents in state On Hold and with Awaiting Problem Resolution as the on hold reason can be resolved.
    The incidents in the problem related list are updated with state Resolved and work notes are added to the activity feed.