Problem record resolve state is getting skipped.

kiran115
Tera Contributor

‎10-18-2024 08:56 AM - edited ‎10-18-2024 09:03 AM

I have a requirement that a problem record should be created automatically once the incident is closed. So i have achieved it by creating a flow.

 

Case 1- 

When I create a problem directly from the Problem module, the process flow executes fully, and all the states change as expected. (Everything is good in this case),

 

Case 2- When a problem is created automatically using a flow, the resolve state is being skipped, and the state changes directly to "Closed" when the resolve button is clicked. Could anyone help me understand why the resolve state is being bypassed? Is the lifecycle checking for any specific field value at this stage that I might have missed?

 

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Mio Matsushita
Mega Sage

‎10-21-2024 04:42 AM

Hi!
I tried creating the same flow with a clean PDI but the issue you describe did not occur.
Please provide more information to help us identify the problem.
- Check the problem activity or history to see if the problem status went from Fix in Progress directly to Closed or to Closed via Resolved.
- Check the Business Rules and Flows in the Problem table for any customizations added.

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