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IM ticket status "Rejected" Doesn't get closed as Rejected

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Hi Expert!

We are facing the problem on IM area, When we are changing the status of the IM ticket to be rejected, It will promopt for rejection comments.

Once we entry the rejection comment, IM ticket remains with rejected status and it doesn't close, We need to manually close the ticket with close button, Once we hit close button the IM status changes to close.

Currently we are looking for option once we select the staus as "rejected" ticket needs to be closed. Or status should remains as "rejected".

SM Version:9.33 without ruleset. 

I have attached screen shot with in detail.

Best Regards,
Tom
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Re: IM ticket status "Rejected" Doesn't get closed as Rejected

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Hello,

As per sense it is not closed when you have it rejected.

You can either close it and use closure code Rejected (if it is not present you can add it) or you can tailor in the Rejected button setting the field which controls the read only condition for the screen to false however it wont actually close the ticket.

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Re: IM ticket status "Rejected" Doesn't get closed as Rejected

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Hello,

As per sense it is not closed when you have it rejected.

You can either close it and use closure code Rejected (if it is not present you can add it) or you can tailor in the Rejected button setting the field which controls the read only condition for the screen to false however it wont actually close the ticket.

View solution in original post

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Re: IM ticket status "Rejected" Doesn't get closed as Rejected

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Thanks for the reply, I am using this condition. This applied for all the status

Best Regards,
Tom
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Re: IM ticket status "Rejected" Doesn't get closed as Rejected

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condition changed to problem.status ="Rejected", Now the condition is working as read only. But when we are trying close the incident it willl take close status..

Anyways we can make the status as rejected...

Best Regards,
Tom
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Re: IM ticket status "Rejected" Doesn't get closed as Rejected

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I dont understand why you dont want to use a closure code in addition to the status Closed and not to break logic.

 

There should be a field like "active" for incidents on changing of which you will get the file locked. You can also hide the Close button  based on the condition of the Rejedcted status.

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Re: IM ticket status "Rejected" Doesn't get closed as Rejected

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Thanks for reply!

End of the month in the reporting part. We don't find any ticket status as rejected.Only we see all the tickets as closed. 

We want the ticket status to be rejected.

Best Regards,
Tom
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Re: IM ticket status "Rejected" Doesn't get closed as Rejected

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Then try my last suggestion about field and condition in the button.

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