If an incident is a child in a "Duplicate Of" relationship with another incident, What are the expected behaviors in relationship to the status?

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy IT Service Management Suite


    APPLIES TO:

    8.X, 9.X, 18.XX, 19.02



    QUESTION:

    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?


    ANSWER:


    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. 

    https://docs.bmc.com/docs/display/servicedesk1808/Relating+incident+requests+as+duplicates
    https://docs.bmc.com/docs/display/servicedesk1808/Incident+status+reason+definitions

     


    Article Number:

    000160054


    Article Type:

    FAQ/Procedural



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