HemantVaswani Outstanding Contributor.
Outstanding Contributor.
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Interaction Record is still found in "resolved" instead of "In progress" or "Open"

Hi,

In ideal scenario, for an interaction record, which has been changed to status as  "resolved" by operator, and then if the ESS user logs into the ESS portal and selects to "update " the record due to non satisfaction of service or recurrance of same issue instead of selecting "close", then the  ticket status must go into the status of "open" or "pending" or "in progress"

However, in our environment, its observed the record still remains in the "resolved" state only. the same is visible in ESS login as well Index/Operator Login.


We are having Windows server 2012 based HP SM 9.40 environment, we are using CIT 9.61. Both SM and CIT are hosted on same server and the RDBMS is on seperate host and MS SQL 2012 Ent. Edn.
Single sign on is enable for Wnidows AD users to sign in to HP SM9.40 using the LDAP config and CIT 9.61 for contacts syncing.

Thanks and Regards
Hemant Vaswani

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4 Replies
Carlos_V_SM Acclaimed Contributor.
Acclaimed Contributor.

Re: Interaction Record is still found in "resolved" instead of "In progress" or

hello Hemant,

hope you are doing fine.

Acccording to your description i would like to know if you can help us with the following information:

is this happening only in web or also in windows client?

happens with all users or some on them? is prod or test environment?

browser version?

are we talking for an specific SD or with all or maybe the ones that have a related IM?

was this working before? if yes, did you remember to make a change in your system? a path for example?

is there a message that the SD was satisfactory updated?

Carlos Villalobos R
Customer Support Engineer
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HemantVaswani Outstanding Contributor.
Outstanding Contributor.

Re: Interaction Record is still found in "resolved" instead of "In progress" or

Hi,

Please find the feedback for the queries  as below :

is this happening only in web or also in windows client? yes, its happening in Web client as well Windows Client

happens with all users or some on them? is prod or test environment? - All users, we have only Prod Server

browser version? - IE11

are we talking for an specific SD or with all or maybe the ones that have a related IM? - All of the interaction records in SD

was this working before? if yes, did you remember to make a change in your system? a path for example? its same since inception(approx 6-7Months)

is there a message that the SD was satisfactory updated? - please elaborate this question, unable to understand

Thanks and Regards

Hemant Vaswani

 

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HemantVaswani Outstanding Contributor.
Outstanding Contributor.

Re: Interaction Record is still found in "resolved" instead of "In progress" or

any one please......

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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Re: Interaction Record is still found in "resolved" instead of "In progress" or

Hi Hermant,

When you said this worked previously do you mean in 9.40 or another version?  Did something change?

I looked at the OOB workflow and don't see where it would change the status on an ESS update.  You could possibly add a ruleset to the current phase that changes this for you.

regards,

Jason W.

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