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Closed ticket is showing active in Smax

SupportTools 1 month ago

Hi Team,

We are facing issue in Smax our version is 2021.11.

After closing the ticket the it is showing active and status is showing complete.

0 SupportTools 1 month ago

Kindly help to resolved this issue.
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0 Dave Heckford 1 month ago in reply to SupportTools

Hi,

Something worth checking within your environment is the 2021.11 patches you have applied.

The P6 patch had this particular fix within it.

If that or a later patch has been applied then it might be worth raising a support ticket to better troubleshoot what is happening within your environment around the SLT's.
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0 Brindusa Kevorkian 1 month ago in reply to SupportTools

How did you close the case? Under normal circumstances, if the ticket transitions to the Close state the Active boolean should be changed. If you closed the cases in a different way, these rules may have been bypassed.

You can try to reproduce and look at the workflow debug log why the OOB rule didn't get triggered. If the info is not enough to identify the root cause, please submit a support case.
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