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 

[Santosh37]

It did't work, I added itil as role. does it work for you?

[Dr Atul G- LNG]

Hi @Santosh37 

I did not try this at my end, i sahred OOTB UI action.

See the syntax and test with ITIL or Prb manager role and share feeback.

[Santosh37]

Hey Atul, I dont think its dependent on Role to appear that UI at Resolved Stage.  Its not working for me, syntax is correct. 

[Dr Atul G- LNG]

Hi @Santosh37 

I checked OOTB , and Problem manager is able to see the complete button and also able to move to closed state.

What issue you are facing. 

[Santosh37]

Hey, I am seeing this, dont see Complete UI Action once Risk Accepted