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Versions
  • Madrid
  • London
  • Kingston
  • Jakarta
  • Istanbul
  • Helsinki
  • Geneva
  • Store
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Resolve related incidents from a problem

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Resolve related incidents from a problem

After you consider a problem to be resolved, 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

About this task

The topic only applies to legacy problem — Jakarta to London.

Procedure

  1. Open a resolved problem that has associated incidents.
  2. From the context menu, click Resolve Incidents.
  3. Enter values for mandatory fields.
    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.
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