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

[Black Coder]

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?

[Black Coder]

It is displaying an error when we changed the code like above. please refer the screenshot.

[Ankur Bawiskar]

@Black Coder 

As per problem life cycle this is allowed

Assess -> Closed

Assess -> Root Cause Analysis

Add 1 more State transition for Assess -> Resolved OR update the OOB for the closed one with Resolved State

Regards
Ankur

[Black Coder]

@Ankur Bawiskar How can I add state transition for Assess-> Resolved. I am not clear on this

[Pranesh072]

You have to update the state transition model.

Navigate to State Management > State Models > Problem Management: Default Flow and update the resolved state condition.

[Ankur Bawiskar]

@Black Coder 

There must be state flow which must be stopping the transition to Resolved state

State flows

Check that

Inactive the one which is restriction

Also check the lifecycle of problem

Life cycle of a problem

Regards
Ankur