I tested this on PDI (Washington 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.
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.
D is the correct answer. Tested in PDI.
Fix workaround post the workaround from problem to WorkNotes in open/in progress incidents and to the additional comments in resolved incidents and does not post anything on closed incidents.
From the book:
By default, the workaround gets copied to the Work notes of any active (not in a state of Resolved, Closed or Canceled) incident related to the problem record.
The workaround is also copied to the additional comments of any related incident that has a Resolution code of Known error.
This is very clearly given in CIS-ITSM (Tokyo) eBook page no. 355.
Workaround always gets copied to the Work Notes by default.
A is only applicable when incident is resolved with known error.
From the book:
By default, the workaround gets copied to the Work notes of any active (not in a state of Resolved, Closed or Canceled) incident related to the problem record.
The workaround is also copied to the additional comments of any related incident that has a Resolution code of Known error.
Communicate Workaround calls two scripts:
1. Copy Prb workaround to work notes. Workaround is copied to Work notes for all incidents where State = New, In Progress, OR On Hold
2. Copy Pro workaround to Inc comments. Workaround is copied to Additional comments to all Resolved Incidents where Resolution code = Known error.
When a user clicks on the "Communicate workaround" UI action on the Problem form, this typically triggers communication about the workaround for the problem to all related incidents.
Therefore, the most likely answer is A
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