Recommendations - Similar resolved incidents (Similarity) - Guidance: Copy resolution

[Yanping Guo1]

OOB, Guidance: Copy resolution, will copy resolution notes and resolve incident. The action maps to a subflow: Copy resolution. In this subflow, it just set Parent Incident and Close notes. It doesn't set state to resolved. But actually it changes state to resolved when user click on "Copy"

We just want to copy resolution, not resolve incident. I have created a new Recommendation with new action: Copy resolution only. I created subflow: Copy resolution only. It copies all the requied fields. It works as expected, except it resolves incident. It seems SNOW auto resolves the incident when the Action is "Update Record" in flow if the subflow is invoked from Recommendation. 

Does anyone know if it is possiable we can just copy fields without resolve incident

Thanks

[Prerna Goyal · Accepted solution]

Hi,

This seems to be a custom use case.

The incident is automatically resolved as soon as the parent incident is populated (due to BR “Derive State value from Parent Incident”). This functionality happens from the incident side itself which is common for all incidents and nothing specific to RA.

Now, one thing you can try is ->

The parent incident is populated by a sub-flow triggered by RA. It is done to link the current record with the similar resolved incident recommended.

You can avoid populating the parent. For that, you will need to edit the sub-flow -> [Non-ML] Copy Resolution which is linked to Recommendation - Similar Resolved Incidents and Guidance Action -> [Non-ML] Copy Resolution

Thanks

[LivashanN]

I tried this by copying the subflow and customizing it to the way i wanted but when i tried to test it seems it was pulling through a completely different automated action as it was still linking to parent which we do not want it to do, even though i did ensure the correct Guidance action automation was added which is strange behavior.

Guidance on this would b appreciated