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Issue

Incident Autoclosure does not honor the configured time after moving to incident to resolved. Incidents are autoclosed days early in some cases.

Cause

The resolved_at value is set incorrectly when the incident state moves to customized value of 3. 3 is the out of box value for closed on the task table and the states do not align between incident and task tables.

The resolved_at value does not get cleared unless we move from Resolved to In Progress.

Resolution

Add a condition to the custom business rule that prevents it from running on the incident table to ensure the resolved_at field is not populated when the incident state moves to 3.

Article Information

Last Updated:2019-08-05 06:23:02
Published:2019-08-05