problem managemt

[mirza_saquib]

If I resolved the problem and problem get closed due to which incident and alrert get closed . If the same event comes again what will happen It will create a new alert incident and problem or reopen previous one?

Thanks & Regards

Mirza Saquib beg

[AshishKM]

Hi @mirza_saquib , 

Ideally, it should open entire new set of records, there is no need to re-open the closed items which will impact the reporting and other metrics, however it depends on your org implementation.

-Thanks,

AshishKM

[mirza_saquib]

Hi Ashish,

But when I trigger the same event, it reopens the alert and change the state of previous Incident as new, which ideally not happened. What can I do?

Thanks & Regards 

Mirza Saquib Beg

[AshishKM]

find out the code running behind this re-open process and then take decision.

[Siddhesh Gawade]

Hello @mirza_saquib ,

You need to add some checks to if the event comes, then you can check if the existing problem closed or not. If closed you need to create a new set of records.

Regards,

Siddhesh