12-11-2013 04:46 AM
When incident staus changing to "Resolved" and after clicked on save ,its showing IM.close.incident form but its not going to IM.update.incident form so i am unable to modify the fields.Please help me in this.
12-11-2013 10:09 AM
If you are using two-step closed?Resolved status (where you have a Resolve option in the toolbar before a Close option), this is expected behavior. You can modify the closed form to make the fields editable if the ticket is not actually closed using forms designer.
12-11-2013 09:26 PM
My issue is when changing incident status to "Resolved" (not button its contain in the status combo) after clicked on Save it is going to IM.close.incident but it should be in the IM.update.incident from
12-11-2013 09:30 PM
Go to environment variables of Incident Management and remove check from "use resolve status"
This will solve your problem, as in this will not take you to close form insted u will stay on update form.
Assign Kudos if this as helped you.
12-11-2013 09:59 PM
IN environment records Use Resolved Status is unchecked only but its happenning randomly,
when changing the status to "Resolved" and clicked on Save its showing IM.close form but after some time we clciked its going to IM.update form.
12-11-2013 10:35 PM
if u r have test bed then load resolve action process of OOB then do the testing.
Before you do this, take a backup
12-11-2013 11:39 PM
the issue happeninh when "Closed" ticket status chenges to "Resolved" and cliked on Save ,the form showing IM.close thats y i am unable do the update any fields
12-12-2013 01:08 AM
can you tell me ur requirement, with respect to ur previous post I see you want to update closed tickets; to achive that you are reopening the ticket, correct me if my understanding is wrong.
In case if u want to update the close ticket, you can that in profiles.
12-12-2013 02:34 AM
whatever u are understood thats right,When a Closed ticket is reopened, we are unable to update any fields after changing the status from Open to Resolved. Once status changed "Open" to "Resolved" the form is going to IM.close.incidnets,
my requirement is once i chnaged status for closed ticket i want to update on any status
12-12-2013 02:45 AM
Let me understand further on your requirement, if you are allowed to update close tickets( Status will stay as closed), would that solve your requirements
you want to reopen the Incident and then update.
12-12-2013 03:08 AM
My requirement is i am reopening the closed ticket and changing status Open to Resolved when ticket is come to Resolved status on that time form is showing IM.close.incident its not showing the IM.update.inciodent,so i am unable to update anyfieds because form is in IM.close.incdent it should be in the IM.update.incident
12-13-2013 12:45 AM
It is how SM is defined and as per process and logic.
When you close/resolve any incident, you are not supposed to update any field in these states.
Assign Kudo, if found post useful and mark it accepted if solves the issue.