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Losing justification comments during reassign

Created: 04 Apr 2014 • Updated: 08 Apr 2014 | 3 comments
This issue has been solved. See solution.

There are a few users having issues with adding justification comments while reassigning tickets to a different group or user. We do not make the justification required, but they still use the text box. They will open the ticket, and click Reassign Incident under the Smart Tasks actions. Then, they enter the comments in the justification text box and search for the user/group they want to reassign the ticket. They select the reassign button and click confirm. It usually works, but every now and again the comments will disappear. We have it set so if no one enters any comments, it will just say 'not found'. When their comments disappear, it is replaced with the 'not found' message.

I've been unable to duplicate the issue, but curious if anyone has seen this before.

Below is a link to the only article that even closely resembles my issue, but we don't hit edit after adding the comments.

http://www.symantec.com/business/support/index?pag...

I went ahead and changed the workflow, but still had the same issues.

Operating Systems:

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Justin Dybedahl's picture

When you modified the IncidentManagement workflow project, how did you set the justification field to be not required?   Did you set it to optional or ignored?  If you set it to ignored, set it to optional instead.

StevenB.'s picture

Justin,

We have it setup as optional; however, I figured out what was causing the issue.

Various times, ServiceDesk has a bit of a lag while loading. Users would type in the justification, then search for the user/group. While it was searching, the text would disappear and reload. However, the users would select reassign before the text finished repopulating. This caused the justification comments to be lost, and only show our 'Not Found' default text like nothing was entered.

Thanks for reaching out though.

SOLUTION
Justin Dybedahl's picture

Glad to hear you were able to resolve it. I forgot that there is a delay between refreshes with SD 7.1.