Resolved State on an "Open" Incident

kimdarcoo
Giga Contributor

‎01-25-2024 06:42 AM

I'm filtering for Open incidents, and my list displays resolved incidents. What is causing this, please?  Thank you!

kimdarcoo_0-1706193721746.jpeg

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-25-2024 12:12 PM

Hi @kimdarcoo 

 

This is expected behaviour. The reason begin Resolved state means Active true. 

LearnNGrowAtul_0-1706213542421.png

 

So it is as expected. 

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Tai Vu
Kilo Patron
Kilo Patron

‎01-25-2024 11:56 PM

Hi @kimdarcoo 

The UX List Incidents > Open is configured with the conditions active=true. So that's why you have the list of Incident with Resolved state. We can reopen an resolved incidents so the resolved state still considered as active tickets.

 

You can change it anyway per your business requirements. And you can find the UX List for SOW below

UX List: Open

URL: https://<instance_name>/sys_ux_list.do?sys_id=b16a321ac3013010965e070e9140dd3a

Screenshot 2024-01-26 at 14.56.03.png

 

Cheers,

Tai Vu

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