In Service Manager we have created a customized item in service catelog.
If we raise a ticket for that item, an incident request Id will be created first with status as open-Idle and then automatically a change request Id will be created by changing the status to open-Linked.We are having two change phases before closing this change id. Once if we close the change Id , Incident Id will also get closed automatically.
This is working fine in our development environment. In production whenever we raise a ticket against that item in service catelog, Incident id is created with status as open-Idle and a change Id is also created automatically but the status remains in open-Idle. It is not changing to open-Linked even though change id is created.
We checked in system status and found that Linker process is not appearing. Hence we killed the Support Catalog Fulfillment sheduler task for the particluar incident Id, restarted the lineker process after that only status of the incident has changed to open-Linked.
Can anyone help me why this problem is occurring and how to fix it. Thanks.