ServiceNow Exam CIS-ITSM Topic 6 Question 73 Discussion

Actual exam question for ServiceNow's Certified Implementation Specialist - IT Service Management exam

Question #: 73
Topic #: 6

In Problem Management, when the State of a Problem changes to Closed/Resolved, what updates are made to the associated Incidents?

(Assume associated Incidents have a State of On Hold and On Hold Reason of

Awaiting Problem.)

AThe Work Notes field on each associated Incident is updated with details from the Problem Close Notes

BThe State of each Incident is set to In Progress

CThe State of each associated Inciedent is updated to ResolveResolution code is set to

DSolved (Permanently). Resolution notes are populated with details from the Problem Close Notes field

ENo updates are made to associated Incidents. Service Desk agents must manually update all associated Incidents.

Show Suggested Answer

Suggested Answer: D

The Resolve Incidents UI Action acts ONLY on related Incidents that are in a State of On Hold with an On Hold Reason

of Awaiting Problem. When triggered, t he UI Action will set all Incidents that meet these conditions to a State of

Resolved and will set the Resolution code and Resolution notes.

Updating the Problem record won't update the associated Incidents. The Resolve Incidents UI Action must be used to

update the incidents.

by Martina at Aug 07, 2023, 06:29 AM

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