Query on Fix Notes Copied from Problem to Incident

[pushpaka111]

Hi Team,

I am trying to understand from where the Problem Fix Notes are being copied into the Incident Work Notes.

Scenario:
When an Incident is in On Hold – Awaiting Problem state, and the linked Problem record gets resolved, the Fix Notes from the Problem are automatically copied into the Work Notes of the Incident, and the Incident is then resolved.

I have been trying to identify where this behavior is being triggered from (Business Rule, Flow, Workflow, Script Include, etc.), but so far I haven’t been able to locate it.

Could you please help me identify where this update is happening?

Thanks in advance for your support.

Best regards,
Pushpaka

[Brad Bowman]

Take a look at the out of box Business Rule on the problem table named 'SNC - ITIL - Update Related Incidents' which calls a Script Include named 'ProblemUtil' and a function within it named 'resolveIncidents'.

[Tanushree Maiti]

Check whether you have a bit customization (when INC is onHold) on top of this OOB BR on problem.

[PoonkodiS]

Hi @pushpaka111 

The incident work notes are updated by the script action  'Update Incident when Problem closes'and the script action is triggered by the event  'problem.state_change'. the business rule 'Raise an event when State changes' is used to trigger the event.

By the following actions ,the worknotes are copied from the attached problem to incident worknotes and incident state also changed to resolved/closed.

Regards,

Poonkodi