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Resolve related incidents from a problem

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Resolve related incidents from a problem

After a problem is considered resolved, the incidents related to the problem with the state On Hold may be resolved using a UI action from the Problem form. This feature is available only for new instances in Jakarta.

Before you begin

Role required: itil


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