Incident ticket changes its status from 'Hold' to 'Open' ahead of schedule

Article:TECH190970  |  Created: 2012-06-13  |  Updated: 2012-06-14  |  Article URL http://www.symantec.com/docs/TECH190970
Article Type
Technical Solution


Environment

Issue



When a user creates an incident ticket and uses the Schedule For Later smart tasks to reschedule the ticket (e.g. June 14th, 2012 01:40pm), the ticket will be reopened approximately 8-10 minutes ahead of schedule (e.g. June 14th, 2012 01:31pm).


Error



No Error is shown.


Environment



ServiceDesk 7.1 SP1


Cause



This behaviour is due to the Schedule For Later Event model functioning as it was designed.

Most specifically, the configuration of the LogicBase Tree Path Component in the Schedule For Later Event Configuration model in the Initial Diagnosis Dialog Workflow component.

This behaviour does not experienced in ServiceDesk 7.1 SP2 because the Hold process in 7.1 SP2 has been redesigned.


Solution



This behaviour is by design in ServiceDesk 7.1 SP1. The Schedule For Later process has been redesigned in ServiceDesk 7.1 SP2 to better handle this scenario.

 





Article URL http://www.symantec.com/docs/TECH190970


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