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I have the same question
The answer will interest me a lot
can you consider the option of setting the incident status to Pending instead of Resolved/Closed at the closure of the event?
At this stage, in case the incident comes from a TS internal event (TrueSight event), you should configure Remedy to automatically move the incident status to Resolved/Closed, while in case the incident comes from a TS external event (3rd party) you leave the incident status set to pending as configured in the policy.
Could this approach work for your use case?
Thanks and Regards,
Thanks for the advise.
So it means that we must change the config in Remedy because in Truesight part we have only the option the set the incident status as per this config.
Our use case it's a bit more tricky we want to leave the config to resolve Incident when the event is closed except for the incident who are in pending status. any idea ?
I think setting all the incidents to Pending at the events closure and then moving to Resolved a subset of those incidents (the ones created from internal events) may be easier that sending all incidents to Resolved except the ones created from the external events.
One question that comes to my mind is: how do I differentiate an incident created from an internal event from an incident created from an external event? One simple answer could be: using one of the "Temp_value%" fields passing "External" or "Internal" and map this value inside an incident field and then build the incident resolution workflow depending on the value of this field.