Incident Management

MUYIWA
Tera Contributor

‎01-31-2024 08:11 AM

I have been asked to create a Business rule to all incidents to close, cancel or be resolved only when the assignment group and assigned to field are populated. However, on reviewing the environment, I see that this functionality is available in the system. see attached. What Business Rule or UI policy is in place here? 

 

MUYIWA_2-1706717203700.png

 

 

In also reviewing incidents in our environment, It seems the child incidents are being closed without the Assigned to field populated. Is there any business rules or UI policy in place for this?

 

Also, I am finding that some incidents are being canceled, closed or resolved without the assignment group and assigned to fields being populated.  Can anyone help me better understand what is going on here. 

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-31-2024 08:18 AM

Hi @MUYIWA 

 

Yes there are few logics run

 

LearnNGrowAtul_0-1706717828451.png

 

LearnNGrowAtul_1-1706717881438.png

 

 

What i will suggest , take a PDI and then check OOTB behaviour. Look like you changed the OOTB behaviour in your instace. 

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Dr. Atul G. - Learn N Grow Together
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