Incident - Cancel State
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‎02-27-2012 09:46 AM
What is the best approach to setting cancelled incident tickets to Non-Active?
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Incident Management
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‎03-12-2012 09:48 AM
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‎03-12-2012 10:53 AM
Hi rsanon,
Can you please check the choice list for incident state field, the button will be visible if incident state is not 1, so need to check the values of this state.
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‎03-12-2012 11:01 AM
Hi rsanon,
Can you please check the choice list for incident state field, the button will be visible if incident state is not 1, so need to check the values of this state.
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‎03-12-2012 11:22 AM
That is correct. The part that is not working is that when the Incident State is set to cancelled (value = 8), the ticket still shows up as active.
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‎03-12-2012 12:52 PM
There is a Business Rule OOB - 'incident reopen'. According to this rule- "if incident state changed to be other than Closed, reopen the incident by setting it active".
Because of this rule active field becomes true, However your UI Action is working fine and performing expected changes. So you need to reconsider about this rule according to requirement and then make some sync in between them.
