Problem tickets are set to Resolved but the Incident tickets are not auto-resolving.

[riskay123]

I have an issue with Incidents linked to problems not closing and was hoping someone would be able to point me in the right direction.

The Incident State is set to On Hold> Awaiting Problem Resolution and the related record Problem ticket is linked to the Incident. When to Problem ticket State is set to Closed Resolved the Incident State goes back to In Progress rather than Resolved.

I looked to see if there was a UI policy on the Problem Form that could be causing this but I couldn’t find anything that could be causing this.

I thought it might be in a workflow/execution plan but I can’t find one of these either. Is anyone able to tell me how I can change it so the incidents related to a problem ticket auto close when problem ticket is set to Closed/Resolved.

Thanks

[riskay123]

I made this one active and it is now setting the related Incidents to Resolved but there are no closure notes. I would have though that there should be or will they auto populate when the incident moved from Resolved to Closed.

[BigMikeyVegas]

Try activating the SNC - ITIL - Resolve Related Incidents business rule and test it. Make sure it does not conflict with the other one that currently is active. Definitely test thoroughly in your PDI.

[riskay123]

This set the incidents to Resolved but it didn't update the closing notes on the incident.