Create Problem OOB UI Action on incident table

Alon Grod
Tera Expert

‎10-10-2023 06:19 AM

Hi,

I have the OOB UI Action 'Create Problem' on incident table (sys_id=2f43c471c0a8006400a07440e49924c2)
I want to give the user an option to create problem even though the incident state = closed. 
The problem is that when the user click 'create problem' when the incident is closed, it changes the status of the incident to 'on hold' but I want to that the incident will stay as closed if the state was closed. How can I achieve that in Service Operation Workspace. 


Screenshot 2023-10-10 at 16.19.18.png

 

Screenshot 2023-10-10 at 16.19.37.png

 

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KevinBellardine
Kilo Sage

‎10-10-2023 11:40 AM

Hey Alon,

 

IncidentState is a script include that serves to establish some constants in the system related to incident states, you can see it being referenced on Line 4. This OOB script is checking to see if the value of State is anything other than 6, which is Resolved, and if it's not 6 then it goes and changes the state of the incident to On Hold.

 

To fix this specific issue you could add to line 4 so that it checks to make sure that the state is not Resolved OR Closed, which should fix your issue here. I do want to caution you that you're changing some things that are pretty inter-related within ITSM.