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

[shantanu_patel8]

@anilgaddaye  We can send the mail to resolver group with the details of action items. However we will still need to configure these action items in some way in the instance if we want to automate it.

If we don't want to use the OOB features of Incident tasks then we will need to create separate custom table to hold these action items data which will attract subscription costs.

Please mark the answer helpful clicking 👍 and correct if it resolves the issue. Happy scripting 🙂

-Shantanu

[Robert H]

Hello @anilgaddaye ,

Why would you not want to use Incident Tasks for that? That's exactly their purpose: to be action items for teams that need to help with the resolution of an Incident.

Regards,

Robert

[anilgaddaye]

As part of Incident governance, we resolve the incident through a temporary fix and later track the action items with the resolver groups to work on the permanent fix.

[Robert H]

Hello @anilgaddaye ,

Working on the permanent fix is to be done as part of the Problem Management process. So you would create a Problem record for that purpose.

Regards,

Robert

[anilgaddaye]

Yes we create a problem ticket