close code and close notes

[chinna]

Hi team,

actually when we are changing the state from work in progress to resolved need to fill the mandatory fields close code and close notes.

but the when we are reopen the incident the close code should not appear in the fields , i thoughted like it is the OOB functionality.

it is good practice to visible the close notes on when we are reopening the incident?

can anyone help me on this?

when we are reopen the incident i want to close code should be visible.

Regards,

Chinna

[Brian Lancaster]

OOB close code should be set to -- None -- and closed notes should be cleared out.  Since they are a different tab usually I do not hide them when a ticket is in a open state.  If you wanted to you could just find the UI Policy that is making them mandatory on resolved and set visible to true there as well.  You may want to change the UI Policy to state resolved and closed so you do not loose visibility once you incident goes to closed.