Hi All,
I’m trying to validate my understanding of the OOB Predictive Intelligence Similar Incident recommended actions.
My understanding is:
Link Incident as Parent
- Sets the selected similar incident as the Parent Incident.
- Makes the current incident the Child Incident.
- Aligns the current incident state with the Parent Incident state.
Copy Resolution Notes
- Copies the Resolution Notes from the selected similar incident.
- Also sets the selected similar incident as the Parent Incident.
- Aligns the current incident state with the Parent Incident state.
- If the Parent Incident is Closed or Canceled, the current incident state remains unchanged.
- The Resolution Code is copied only when the Parent Incident is Resolved.
Could someone please confirm whether this is the correct OOB behavior?
Happy to be corrected if my understanding is not accurate.
