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Remedy IT Service Management Suite
8.X, 9.X, 18.XX, 19.02
If an incident is a child in a "Duplicate Of" relationship with another incident, What are the expected behaviors in relationship to the status? Is there code to lock the status/status reason of the child to "Pending/Pending Original Incident"? Is there anything limiting the assignee of the child from altering that status? Is there any documentation around this anywhere?
When an Incident is made a Duplicate of another Incident we lock down the following attributes until the parent Original Incident is Resolved:
- Status = “Pending” and made read only
- Status Reason = “Pending Original Incident” and made read only
- Operational, Product, Resolution and Resolution Product Categories are made read only
- Resolution is made read only
- Relationship functions is disabled (i.e. cannot add/remove relationships)
When the Original is set to “Resolved” or “Closed” all Duplicate Incidents are set to “Resolved” statues with Status Reason = “Resolved by Original Incident”. The Original Incident’s Categories (the 4 mentioned above) and its Resolution field values are copied over to the Duplicate Incidents. At this point all of the fields/functions that were read only on the Duplicate Incidents are made read/write (i.e. editable).
Above information is captured within below documentation update for 91, 1805, 1808 versions.