Incident - Cancel State

[rsanon]

What is the best approach to setting cancelled incident tickets to Non-Active?

[Taarik]

Hi there,

It may depend on how you are canceling your incidents. If you are using the Close Code to say "Cancelled", then you can probably do a UI Action to set the Incident State accordingly.

The steps would then be:
1. Click "Resolve Incident"
2. Change close code to Cancelled (State will change to whatever your UI Action dictates)

Would that work?

[rsanon]

Thanks for the feedback! We currently are not using the field "Close Code". We have the field called "Incident State", which includes 'Cancelled' and 'Resolved'. After the ticket has been set to 'resolved' for three days, it goes to the 'Closed' state automatically. Our tickets remain active, until it goes to the Closed State.

We would like our Cancelled Tickets to become inactive as well.

[sgrison]

From a process perspective I would keep the Incident State to 'Resolved' and use a close code (as mentioned by Tarrik). This way you can still report on cancelled Incidents

[scott_whitten]

Think of Active = True or False as living in parallel with your incident state. So when an incident is in New, Work in Progress, Pending ... the incident is active. When it is resolved, cancelled, closed active = False. This enable you to do all of your reporting yet still maintain easy access to active "stuff".

You may want to consider having the final state for users to be either cancelled or resolved. Then have the system auto close after X number of days. Items that are in cancelled or resolved can be reopened and or updated. Items that are closed are no able to be changed (not a technical requirement but process best practice).

Scott Whitten