Re: When IM is 'closed' status then related SD should be in Resolved' status. (422 Views)
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Regular Advisor
Rohitsinha1706
Posts: 107
Registered: ‎02-25-2013
Message 1 of 4 (458 Views)
Accepted Solution

When IM is 'closed' status then related SD should be in Resolved' status.

Hi Experts,

 

Here is the requirement that when incident ticket closed then related interaction ticket should go to resolved status not to closed status.

 

Please help me on the same on urgent basis.

 

Thanks in Advance

 

 

Regards,

Nandu

Honored Contributor
Vadim Gorda
Posts: 5,861
Registered: ‎11-10-2008
Message 2 of 4 (435 Views)

Re: When IM is 'closed' status then related SD should be in Resolved' status.

Hello,

there is not such status for the Interaction like Resolved.

 

You can add your custom field in Interaction which you will set to resolved.

Regular Advisor
Rohitsinha1706
Posts: 107
Registered: ‎02-25-2013
Message 3 of 4 (428 Views)

Re: When IM is 'closed' status then related SD should be in Resolved' status.

Dear Vadim,

 

I have added the 'Resolved' in Status for interaction.Currently I am using SM 9.30 version.

 

Please suggest me on the same.

 

Thanks and Regards,

Nandu

Respected Contributor
Praveen_V
Posts: 353
Registered: ‎10-11-2011
Message 4 of 4 (422 Views)

Re: When IM is 'closed' status then related SD should be in Resolved' status.

Hi Nandu..,

 

try this in probsummary after update trigger

 

if (record.problem_status == "Closed" && oldrecord.problem_status != "Closed")
{

var sd = new SCFile("incidents")
var rel = new SCFile("screlation")
var findrel = rel.doSelect("depend=\""+record.number+"\"")
      if(findrel==RC_SUCCESS)
      {
     
      var findrel1=sd.doSelect("incident.id=\""+rel.source+"\"")
      if (findrel1 == RC_SUCCESS)
      {

sd.open="Resolved"

sd.doUpdate();
      }
      }
}

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