Resolve button is not working on incident form in service operation workspace.

[Chandra18]

Hi,
Resolve Button is showing on the incident form in Service operation workspace and when I am clicking on this, It is asking for "Close code" & "Close notes" , I have provide the value (I have impersonate assigned to user and checked role) but it is not resolve.

Please help on this.

[Community Alums]

Hi @Chandra18 ,

Did you try reloading the page after providing "Close code" & "Close notes" ?

[Amit Gujarathi]

HI @Chandra18 ,
I trust you are doing great.

1. Verify User Roles: Ensure that the user you're impersonating and the assigned user have the necessary roles to perform the resolve action. Double-check if they have the required permissions to close incidents.

2. Review the Incident State Flow: Examine the incident state flow and make sure it aligns with your desired resolution process. Check if any customizations or workflow changes have been made that might be affecting the resolution functionality.

3. Inspect Business Rules: Investigate any business rules that might be running when you click on the Resolve Button. These rules could be triggering additional actions or validations that prevent the incident from being resolved. Analyze the conditions and scripts associated with those business rules.

4. Validate Required Fields: Confirm that the "Close code" and "Close notes" fields are marked as required in the incident form configuration. If they are required, you must provide valid values for these fields before the incident can be resolved.