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Incident/Problem Functionality

PostPosted: Mon Nov 30, 2009 6:35 pm
by mgaliano
Is there a built-in way to easily escalate Incidents to Problem in Alloy Navigator?

I think Business Rules are required but wanted to ask in case someone found a better way or had any recommendations.

Thanks in advance.

Re: Incident/Problem Functionality

PostPosted: Mon Dec 07, 2009 12:49 pm
by janstonselig
Nope. Nothing built in. I was told in version 6 there will be an easier way to handle escalation, but for now you'll just have to use business rules and/or create the problem ticket manually.

IMO, you'd want to keep the incident as is anyway for reference and chances are you'd want to rewrite the problem ticket to better suite internal needs. That's what we do here.