Move the state to resolve state when "Mark Duplicate" UI Action is selected

Black Coder
Tera Guru

‎02-11-2021 08:52 PM

Hi 

in problem form there is a UI action called "Mark duplicate". It is used to cancel the current ticket when there is already a similar kind of problem ticket. When we click that button the state is moved to "Closed" state. Here we got the requirement that when "Mark Duplicate" button is clicked the state should move to "Resolved" state not to "Closed" state. When we check the properties of problem management, there is no option to enable it.

How can we achieve this?

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17 REPLIES 17

Pranesh072
Mega Sage

‎02-11-2021 09:28 PM

You have to update in ProblemModalUIHelpers ui script, update the highlighted line 

 

https://[instance].service-now.com/sys_ui_script.do?sys_id=592479f30b4123005775aabcb4673a32

 

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Black Coder
Tera Guru
In response to Pranesh072

‎02-11-2021 10:56 PM

I changed the UI script code like above but it doesn't work.

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Pranesh072
Mega Sage
In response to Black Coder

‎02-12-2021 12:16 AM

Can you clear the browser and instance cache and try again

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Black Coder
Tera Guru
In response to Pranesh072

‎02-12-2021 01:06 AM

yeah I tried that too but coudnt get the results. Is it working for you?

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