Problem Risk Accepted Doesn't Resolve Incidents

[Tony K]

After some digging and reading the docs site, there is nothing oob that would resolve incidents that are linked to a problem which is closed/risk accepted. Why would that not be something oob? ServiceNow intended the incidents to stay open or require them to all be manually closed? Without modifying the UI Action, Risk Accepted which calls scripts using ProblemModalUIHelpers, this could be accomplished with some business rule/glide record query?

I'm curious what have others done and how have you solved it?

[Kieran Anson]

Hi Tony,

I think the logic on how you'd want accepted risk problems to work will largely depend on the sys_property problem.acceptrisk.move_to_closed. As the ServiceNow PMP doc (linked below) advises, ServiceNow recommends that Risk Accepted problems are not set to Closed since the goal
of the process has not been achieved and the problem still exists. Setting a problem to Closed suggests that it is no longer a problem and can be misleading since closed records are considered inactive as a standard across the platform.

This infers that an incident would likely still be as such and not resolved for the end user so cascading the resolution will likely result in the incident being re-opened by the end user with an unsatisfactory response. 

SNOW - Problem Management Process

Personally, I would set the system property above to false, so accepted risk moves to a resolved state and activate the below business role but change line 1 to look for a problem_state of 7 - Closed. So only when the problem co-oridinator has manually closed the problem does a cascade occur.

SNC - ITIL - Resolve Related Incidents