can we keep an incident task open and resolve the incident

[anilgaddaye]

can we keep an incident task open and resolve the incident and send reminder follow up notification for the open incident task

[Robert H]

Hello @anilgaddaye ,

Sure you can. There is no OOTB logic in ServiceNow that would prevent you from resolving an Incident while it still has open Incident Tasks.

Regards,

Robert

[anilgaddaye]

Thanks for your response, is there any solution where we can track those incidents which have action items pending with resolver teams with out creating incident tasks

[shantanu_patel8]

Hi @anilgaddaye ,

There are 2 questions with respect to the issue.

1. When you say pending action items which items are you referring to and these items are in which table?

2. How do you want to track these flag the incidents which have active items pending?

We will need the above 2 details in order to solution your issue.

-Shantanu

[anilgaddaye]

Hi @shantanu_patel8 currently we mention the action items related to the issue in the work notes or additional comments and we track these action items related to the issue over email.

so I want to understand do we have a way to track these action items in ServiceNow other than creating an incident task or manual email tracking

Example sending an automated email regarding the action items pending with the resolver group