Incident resolve button

[joshmorris]

In the SOW when viewing an incident there is the resolve button which when clicked brings up the modal for resolution. How do I go about setting this same thing up but for sc_request?

[Dr Atul G- LNG]

Hi @joshmorris 

There is no "Resolve" button on the SC_Request. You need to check the OOTB configuration for the "Resolve" button on incidents and then make the necessary changes.

[Ankur Bawiskar]

@joshmorris 

but why?

Requests are not incidents which are created for something is not working or something is broken, so they are not meant to be resolved.

They are meant for closure only.

what's your business requirement?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[joshmorris]

We have a custom case where we use requests with resolved states rather than closed complete so would be very useful for us to get the functionality for request

[Dr Atul G- LNG]

Hi @joshmorris 

Technically, you're violating the process and its core concepts. A request is never "resolved"; it is always "fulfilled," whereas an incident is resolved, not fulfilled. By using the wrong process, you're making things more difficult. As you mentioned, it’s a custom solution, so you need to review how the "Resolve" button is built in OOTB and apply the same approach to requests. However, it’s better to stick with OOTB to avoid potential issues in the future, especially during upgrades