After you consider a problem to be resolved, the incidents related to the problem
with the state On Hold may be resolved using a UI action from the
Problem form.
Before you begin
Role required: itil
About this task
The topic only applies to legacy problem — Jakarta to London.
Procedure
-
Open a resolved problem that has associated incidents.
-
From the context menu, click Resolve Incidents.
-
Enter values for mandatory fields.
Note: Only the incidents in state On Hold and with
Awaiting Problem as the on hold reason can be
resolved.
The state of the incidents in the problem related list is changed to
Resolved and work notes are added to the activity
feed.