Adding INC to PRB tickets.

wbwb
Tera Expert

‎03-15-2019 05:58 AM

We're finding strange behavior on trying to add INC tickets to Problems.  Some INC will get linked and others won't even though when you go through the process of going into a PROBLEM ticket, selecting the INC from the slush bucket, it seems like everything works, but then the tickets don't appear in the INC list.  Are there limitations?  Can closed INC tickets be added to Problems?  Anything else I should consider that will stop the ability to associate an INC with  PROBLEM ticket?

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Susan Britt
Mega Sage
Mega Sage

‎03-15-2019 07:31 AM

If you are trying to add closed Incidents to the Problem's "Incident" Related List, it is probably not allowing it due to an ACL set on the Incident's Write conditions.  Do you have an ACL where the Incident cannot be updated if it is inactive (State=Closed Complete or Cancelled)?  This will prevent the update, since once an Incident is added to the Problem's list, it also tries to update the "Problem" field on the Incident record.  

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