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Demote/Reject Major Incident UI Action when state is Resolved

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Rairai31
Giga Guru

‎08-27-2024 04:48 PM

Hi, 

I have a requirement to make the Demote major incident and Reject Major incident candidate visible even when the ticket is resolved. I was able to make it visible but it is also visible to itil users. I wanted to make it visible to users with  major_incident_manager role. Can someone help me? Thank you.

Rairai31_0-1724802506133.png

 

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Dr Atul G- LNG
Tera Patron
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In response to Rairai31

‎08-27-2024 06:36 PM

Hi @Rairai31 

 

Thanks for explanation buddy. Not agree, after resolved the demotion or reject will not serve any purpose.

 

Also as per me it's a process issue not system issue. Mi is critical and it's MIM responsibility to make sure he/ she accept the correct incident as MI.

 

Also thinking on SLA terms, what will happen to SLA which are already run , what about notifications. It will create lot of confusion.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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Dr Atul G- LNG
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In response to Rairai31

‎08-27-2024 07:14 PM

Hi @Rairai31 

 

I am a process consultant and I will say, talk to your customer once on this.

 

What client is looking against process,  if you demote after resolved, what about SLa which already attached? 

 

Will this not impact reporting. 

 

Dear friend,  if you put these points, I am sure client will understand the impact.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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