I always set things up so that resolved incidents are actually active incidents. That’s the simplest way. Then if you want to filter out the resolved incidents in a list of ‘Open’ problems or something you just change the filter on your module or report.

I wasn’t sure where to post this, but I’m having some problems with incident management after activating the Best Practice Incident Resolution Workflow plugin. I have tried, with both a client script & a business rule to set resolved to inactive (in the same way that current.active = false for closed incidents) after activating the plugin. It’s not sticking. Do you know of an article on this? It should be a simple fix, but it’s turning out to be much more of a hassle than I originally thought. The sncwiki on the plugin does not address this, but from the description it seems that a resolved incident should be automatically set to inactive because the entire purpose is to reopen (make active) at the request of the caller before a predefined amount of time expires.

Thanks in advance!

Will

Rick, I’m glad you asked. There’s enough to this one that it deserved its own post. I’ve linked to it in the article above but here’s a direct link to the solution I posted today for you.

Thank you. I’ve fixed the ‘Simultaneous’ link and added one above that links to the download location for all session slides from Knowledge11. Here’s a direct link to the Advanced Incident Management session slides. As I mentioned above, I really focused on demonstrating the ideas in the tool so I’m not sure how valuable the slide deck will be :).

the link behind “Simultaneous task update alert” return a 404 error.

Also – would you have your presentation (or a link) available somewhere – couldn’t not sit in your session @Knowledge11.

Thx

Christian

Did you show a step in the Advanced Incident Management session where you were automatically adding the configuration item from the incident form to the Affected CI related list? I may have missed it in the article, but is this something you can share? Thanks.

Rick