Resolving, closing, and canceling incident requests with open tasks

You resolve and close incident requests with open tasks the same way that you close other types of incident requests. However, depending how your environment is configured, if you resolve or close an incident request with open tasks, you might receive one of the following messages:

• Error—If you receive an error message when closing an incident that has open tasks, you must close all the open tasks before you can close the incident. When the Incident Resolution with Open Tasks rule is configured to generate an error message, the error condition stops all workflow processing and prevents the incident from being closed. This is the default configuration.
• Warning—If you receive a warning message when closing an incident that has an open task, you can still close the incident successfully, but the task remains open.

Depending on how your installation is configured, it is possible to close an incident that has an open task and receive no message. If you receive no message, the task remains open.

If you cancel an incident that has an open task associated with it, the open task is also canceled.