Are resolved incidents supposed to show up when filter active=true is on?

[Jared Wason]

Hi There,

Recently I have noticed that incidents in a state of resolved are showing up on lists when the filter active=true is on. They did not use to show up. Is this a bug or an intended feature? I am on Madrid 9a. 

[Tony Chatfield1]

Hi, OOB resolved incidents are still active = true, so yes. Once a task is closed it is normally set to active is false (the exception is normally poorly configured code).

[Shawn Horley · Accepted solution]

Greetings Jared

Yes, Incidents in a Resolved state are still active. Only Incidents in Closed or Cancelled states are considered inactive.

Cheers

A.

[Allen Andreas]

Hi,

As the others have mentioned, yes, that is supposed to be like that and most likely was before, you just may not have noticed. The theory is that there are opportunities for the end-user to "reopen" or basically "reply" that their issue hasn't actually been resolved. Sometimes technicians are quick to just respond with some instructions and then mark it as resolved.

That's where your system properties settings for "set to Closed" comes in to play and you can adjust that accordingly, which is basically giving the end-user those few day(s) to report back that there's still an issue before it's fully closed and most likely ACLs quick in preventing any further changes to that record.

Then there are things in the system, if you use them, that take place after closure (usually surveys are sent then) and if the Incident was flagged for "Knowledge" then that's when a draft article is made as well, upon closure of Incident.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas]

Glad you found your answer. If any other reply was Helpful, please mark it as such.

Take care