Problem Management: Resolve Incidents while Leaving Problem Ticket Open
When a workaround or fix has been found, all attached Incident records should be updated and resolved. The Problem ticket should remain open until a post-mortem has been provided.
Resolve Associated Incident Records from Within a Problem Ticket
- Open the Problem Record.
- In customer-facing language, explain the workaround and add any details necessary to the Workaround field.
- From the upper-left click on the three bars.
- From the list click on Resolve Incidents.
All attached Incident Records will be updated with notes from the Workaround field. The customers in the caller fields of each ticket will be emailed, and tickets will be marked Resolved.