Search the Community
Showing results for tags 'resolve linked requests'.
Hi We've received some feedback from our analysts that the "Resolve Linked Requests" drop-down on the "Resolve" tab isn't obvious enough, and I can't help but agree. We've unfortunately seen several critical incidents be resolved by analysts then child incidents remain open for some time, causing a breach. Obviously some of this can be avoided with training. When resolving a critical or high priority incident, it is likely that child incidents will be associated and therefore need resolving at the same time as the parent incident. Similar to the "Reopen" and "Edit" button, could an additional button be added that says "Resolve Linked Requests" (preferably next to "Close")? The reason we cannot use the "Resolve Linked Requests" node in the business process, is because often a parent incident will have a problem, known error or change request associated which we do not want resolving at the same time as the incident. Thanks Lauren
We utilise the 'resolve linked requests' action frequently, but have today found that some of our analysts can't see this option. I thought it was a global setting using the 'app.request.resolve.enableLinkedRequestAction' setting. Is it role-based, too? Thanks Lauren