Workflow and ServiceDesk Community

Hi guys,

I have this weird issue on 4 to 5 tickets. when the support works the ticket and when they press resolve button nothing hapens the screen just flickers and back on the work incident screen.

does anybody had the same issue.

May or may not be the same thing, but check the location specified in the incident. Some forms use free text search fields that allow users to save a location that does not exist in the CMDB. When they do, it prevents the incident from being resolved. To fix case by case, just edit the ticket, and select a valid location. To fix permanently, you would need to ad validation to the form or change the location field to a drop down, or something that won't accept free text.

I've had a few of these myself. They have been too few for me to open a support case on as it just doesn't come up that often. I've got a feeling that if I open a case, I'm going to hear that it's just a matter of too many workflow processes getting concurrent writes and one out of a couple thousand has a hiccup.

Still, you should probably open a support case and report back. I, for one, would be very interested in the results/answer.

Since it is a unique circumstance for only 4-5 incidents, is there something unique about those?  Some kind of unique Html formatting?  What version are we talking about?  Are there any logs in SD.IncidentManagement log files?

Check out the solution post for this article. Might be what you are running into. There is also a project on connect or swat somewhere that closes 'orphaned' incidents. We've had a few, and it works great. Not sure if that is appropriate or not for what you are seeing.