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 

[Dr Atul G- LNG]

Hi @Santosh37 

This is expected behaviour., When the problem has been accepted as Risk , record will move to close state , due to this property.

and if you make this property False, then pib moved to Resolved state and Closed button will not come as Complete UI action is not defined any role..

So 

either way it work not both side.

-

check the ACL for complete/ closed state.

Add role in UI action.

But i doubt both ways will be workable.

[Santosh37]

Hey Atul, Yes, My query was to use both options as mentioned originally. I will explore more and update the thread if i find out more. Thanks

[Dr Atul G- LNG]

Hi @Santosh37 

Agree, both is not working, we can say it may be system limitation.