set incident status to 'hold' when problem is created from incident

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Prasanth Alapa1
Kilo Contributor

‎02-07-2017 07:44 AM

Hi,

my criteria is to create a problem from an incident and when doing so,incident state has to change to 'hold' and when the problem is resolved   the incident state should also change to resolved.

Thanks in advance!!!!

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dvp
Mega Sage
Mega Sage

‎02-07-2017 08:04 AM

1. Updated create a problem ui action on incident .. to change the state to Hold



2. Write a business rule on problem when the state of problem changes to resolved, update the related incidents.



You might also need to consider the scenario when the problem is tied to an incident manually, update the incident state to hold


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bammar
Kilo Sage
Kilo Sage
In response to Prasanth Alapa1

‎02-07-2017 10:57 AM

easiest possible way ( i think) add a field to Incident table called Related Problem or something to that effect, Then Business rule that says when Related Problem changes - change state of Incident to Hold...


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