Custom resolution code on Incident resolve
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11-15-2024 07:34 AM
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11-15-2024 07:57 AM
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.
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11-15-2024 08:17 AM
Hi @Frank Cheung , check for UI Action which is responsible for it. Replace closed code with custom resolution code in the code.