prevent update to interaction solution when incident auto close relate interaction ticket

Hi,

my environment had enable auto close related interaction ticket, when the incident ticket closes, it was working fine, but we do like to prevent the system from appending the follwing to the interaction solution.

*** *** There are no other related records.  Interaction closed by Incident IM1234

Can please advice or guide me on where can I find the part which trigger the auto close and disable the appending of the interaction ticket solution.

 

 

  • did you search triggers for probsumary table for this action ?

    this can be done in the trigger or from the trigger calls the script library or ioaction.

    (must be action doSelect for incidents table there and used field resolution...)

  • Hi,

    Thanks for the response, will check on the trigger of interaction table (incidents),  I also notice that update is done by linker, and when I close the incident ticket there is a linker sch which run the apm.start.linked.close, do like to check if it is trigger and call by RAD does that mean there is not way to disable it ?

     

  • Verified Answer

    You should check triggers for probsummary table.

    Bcuz when you "close" IM then data transfered to SD (status, resolution,...)

    And most likely triggers starts schedule wich start ioaction and if script from ioaction could not save record then reschedule.

     

    So try to search your text in ioaction.

  • Verified Answer

    You should check triggers for probsummary table.

    Bcuz when you "close" IM then data transfered to SD (status, resolution,...)

    And most likely triggers starts schedule wich start ioaction and if script from ioaction could not save record then reschedule.

     

    So try to search your text in ioaction.

  • Verified Answer

    You should check triggers for probsummary table.

    Bcuz when you "close" IM then data transfered to SD (status, resolution,...)

    And most likely triggers starts schedule wich start ioaction and if script from ioaction could not save record then reschedule.

     

    So try to search your text in ioaction.