ServiceDesk

I have an odd issue with SD 7.5. If you use the advanced incident submission form (technician) to create an incident and you select resolve it goes through to the resolution form and on hitting the resolve button creates the incident. However it does not then resolve it correctly. The prcoess message says it goes straight from in process to closed and the onticketclsoed ruleset runs. However the status of the incident is not set to resolved or closed and there is no assignment or ownership set which leaves the ticket in an orphaned state (Can't edit or re-open as status is null. Looking at the workflow I do not see any of the proper resolution steps coded in or even a proper close process while there's not even an easy way to use rules to correct this... In short the process leaves the ticket in the wrong state and in a state that makes it inaccessible.

Has anyone else come across this? And if so what did you do? Ideally this should set the status to resolved, run the on resolved ruleset, having run the on received ruleset to potentially set assignments and ownership...

As the ticket was closed on creation it is never actually received by the system to be assigned to any one. You can easily modify the TechnicianIncidentForms project to set the owner of the incident to whatever value you wish when you set the Closed Immediately option in the form.

As far as the ticket status. I've reviewed the flow & it properly sets both the Process & Ticket status to closed. It then goes onto the OnTicketClosed ruleset. 

Hi

Thanks for the reply - here's whats happening here...

Note Ticket status is blank...

I've taken the out of the box advanced submission project package and opened this and re-published - but same continues to happen. I cannot see where in the workflow it actually sets the ticket status to closed..

If there was a pointer where I could take a further look..

I can't answer why it's happening to you, but I can confirm that in my system that status does indeed get set properly to "Closed" as expected.