I am on Service Manager 9.30.289.
We have our Service Desk environment set to "Close Interactions when Related Record closes".
This works fine when SD's and IM's are manually created/escalated/closed.
We have a Webservices integration with a two different external applications. An SD is opened and escalated to an IM. If the IM is in specific groups, it will generate an xml transaction to open a ticket in the external system. When they close the IM on their side, it sends an XML transaction to our IncidentManagement wsdl and closes the IM. The problem is, it is not closing the related SD.
again, this works fine on manual tickets. What is missing that it's not working for webservices closures?