Problem State Transition from Resolved to Closed for Risk Accepted Problems

[Santosh37]

Hello ServiceNow Community Members,

I am looking for moving the Problems from Resolved State to Closed State which are having Risk Accepted as Resolution Code.

Currently we have set the "Accept Risk moves the Problem to Closed state instead of Resolved state" to False in Problem Properties which moves the Problem to Resolved when Resolution code is Risk Accepted. 

I would like to provide Problem Manager an option to move these problems from Resolved to Closed but "Complete" UI action is not visible and not able to transition. 

If i change the Problem Property to TRUE then i can move Problem State to Closed instead of Resolved but i need both options. Any idea how to accomplish this? Thanks 

[Dibyaratnam]

You can check the Complete UI Action and set the condition so that it shows up in both the condition on Problem record or you can create a new UI action.

Check the below UI Action

https://<yourInstance>.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=5c98bf1a871313000e3dd61e36cb0b20

[Dr Atul G- LNG]

Hi @Santosh37 

Greetings!!

I would like to provide Problem Manager an option to move these problems from Resolved to Closed but "Complete" UI action is not visible and not able to transition. 

Atul: To make the complete UI action as required, you need to make change sin OOTB Complete UI action. 

Add the condition has role, with problem manager and it will work ( You can take sample condition from Incident UI Action  as well)

If i change the Problem Property to TRUE then i can move Problem State to Closed instead of Resolved but i need both options. Any idea how to accomplish this? Thanks 

Atul: I will recommend dont change the property level , it can impact on upgrades

[Santosh37]

What should be the condition statement? 

[Dr Atul G- LNG]

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