Absent Member.. Madhu84 Absent Member..
Absent Member..
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Interactions with multiple quotes closes when any quote is closed

Hi Experts,

 

WE are running on SM 9.33 with PDCP4 , we are facing an strange issue when an Interaction has multilple quotes ( raised as service catalog and quotes are created automatically eg. bundle records with more than one Quote record).

 

we have noticed that when the interaction is having 3 quotes and if any one of the quote is closed though the interaction has still open quotes in it , the interaction closes itself , and the issue is intermitant, also there interactions have quotes still open though the status of interaction is already closed.

 

Please suggest . we are running on Full service desk model in SD environment.

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andresvalverde Absent Member.
Absent Member.

Re: Interactions with multiple quotes closes when any quote is closed

Hi Madhu84,

 

Could you please check if you have enable the option of "Close interaction after all the related records are closed" into the Service Desk Environment Record?

 

Best regards,

 

Andres Valverde Jimenez

HP Software Support Engineer

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Absent Member.. Madhu84 Absent Member..
Absent Member..

Re: Interactions with multiple quotes closes when any quote is closed

Hi,

 

Thanks for yout reply , we have "Full service desk " model enabled.

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Absent Member.. Pooja_Madan Absent Member..
Absent Member..

Re: Interactions with multiple quotes closes when any quote is closed

Hi Madhu,

 

I did test in OOB and reported behavior could not be replicated, we suspect this behaviour to be outcome of tailoring.

 

Take the debug by adding RTM:3 debugdbquery:999 in sm.ini and raise support case for further investigation .

 

Thank You !

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Absent Member.. Madhu84 Absent Member..
Absent Member..

Re: Interactions with multiple quotes closes when any quote is closed

Hi Pooja,

 

You are right , this issue is intermittant , HP has provided a patch for this , but not sure whether the provided patch has any impact on systems with PD.

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Absent Member.. Pooja_Madan Absent Member..
Absent Member..

Re: Interactions with multiple quotes closes when any quote is closed

Hi Madhu

 

I'd recommend you to setup test machine and restore db for testing of patch imapct.

 

This way you can do end to end testing and report issues to support if you encounter any.

 

Thank You !

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