Problem remains active after canceling


Description

Problem tickets are marked as active when in a canceled state.

Cause

The Cancelled state is a custom state on the problem table. The 'problem reopen' business rule executes if the problem_state is less than the value of the Closed (4) state. During execution, the active flag is set to true.

Resolution

Modify the business rule to account for the cancelled state or ensure the cancelled state value is more than the Closed state of 4.