Custom resolution code on Incident resolve

Frank Cheung
Tera Expert

Hi,

When clicking the resolve button, it is coming up with a close code. I would like to replace the code with a custom resolution code. What is the easiest way to achieve this?

Many thanks!

 

2 REPLIES 2

Brad Bowman
Kilo Patron
Kilo Patron

Hi Frank,

This is not out of box behavior, so you'll have to see if the UI Action has already been modified in your instance, or if a Client Script or Business Rule was put in place to set a close code when the State changes to resolve.  You can test this if you are able to change the State to Resolve manually - if the close code populates, then it's probably not included in the UI Action script, so check Client Scripts and Business Rules on the incident or task table with a set action or script.  This could also be in a script UI Policy.  If the close code doesn't populate with a manual State change, then check the The UI Action record named Resolve on the incident table.  In the Script you should see where the current value is being set.

Balakrishna_ABK
Tera Guru

Hi @Frank Cheung , check for UI Action which is responsible for it. Replace closed code with custom resolution code in the code.