IT Service Management (ITSM) Implementation On Demand
Module: 6.3 Problem Lifecycle Configuration
Page: Communicate fix
Answer is B - Fix is written to the Work notes field on any Incident associated with the problem, which is Active. (State = New, On Hold, or In Progress)
Hmm... in a different section of the ebook it says;
The Communicate Fix UI action may be used to copy the text from the Fix notes field of the problem record to associated incidents. By default, the fix notes get copied to incidents that are New, On Hold, or In Progress.
And in the image, it shows the comment going in Work Notes. So, It looks like A is the closets though it's work notes. Given all work notes are comments but not all comments are work notes, I guess the answer is A.
I tested this on PDI (Washindton DC).
We have the following script actions:
1) Script Actions "Copy Prb workaround to Inc comments"
Tiggered by event: communicate.workaround
Action: It copies the Workaround to Additional Comments of all related incident records with State = Resolved & Resolution Code = Known Error.
2) Script Actions "Copy Prb workaround to Inc work notes"
Tiggered by event: communicate.workaround
Action: It copies the Workaround to Work Notes of all related incident records with State = New, In Progress & On Hold (but not Resolved, Closed or Cancelled!).
3) Script Actions "Copy Prb fix to Inc work notes"
Tiggered by event: communicate.workaround
Action: It copies the Fix to Work Notes of all related incident records with State = New, In Progress & On Hold (but not Resolved, Closed or Cancelled!).
Hense, B is the closest answer to TRUE, see point no 2 above. It is not 100% true, since incidents with Resolved state are active.
None of the answer is correct , as Options says Active . and Incident Resolved is active only. CIS-ITSM Page 354, inprogress, new,onhold - Worknotes and Resolved and closed with resolution code = known error goes to comments.. Same I tested in PDi and it wirk as stated.
As per page 356 of CIS-ITSM eBook, the Communicate Fix UI action copies the fix notes to the activity stream of the associated incidents - here 'activity stream' means the Work Notes of the incidents.
From the book:
Communicate Fix UI action calls the script action: Copy Prb fix to Inc work notes (only for the states New, On Hold or In Progress, which means Active Incidents)
Communicate Fix UI action calls the script action: Copy Prb fix to Inc work notes
Associated Incident Activity
Fix is copied to the Activity Stream and a notification is sent to the users in the Assigned to and Work notes list fields for all associated incidents where:
State = New, On Hold, or In Progress
PG. 356
The Fix Notes gets copied to incidents that are New, On Hold, or In Progress.
Communicate Fix UI action calls the script action: Copy Pro fix to Inc work notes.
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