Charles Love
New Member.
135 views

Closing changes in SM9

When closing tickets in SM9, some tickets will not present an option to close. It will only allow me to resolve them. This does not happen with every ticket. I am just trying to clear the resolved tickets from our queue, but they will not go away until they have been completely closed. 

Any feedback would be much apprecitated. 

0 Likes
1 Reply
SandyAdmin Honored Contributor.
Honored Contributor.

Re: Closing changes in SM9

The close button is sometimes controlled depending on the ticket field values/workflow etc.. One perfect example is Priority 1 tickets,  in our case this can only be set to close once the Incident Task status is in the review state or can only be closed by an Incident Manager and not by Analyst users in the case of Incident Tickets. Possibly be closed by Change Manager and not Change Analyst in the case of Emergency Change tickets. Check out this scenario in your case as we have no details of your environment. You may further provide details to further check the issue if the above details won't be enough.

0 Likes
The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.