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GJN13 Super Contributor.
Super Contributor.
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Linker is not closing the interactions when the incident is closed

Dear All,

 

We are facing one issue in our production system, when we close the incident ticket it prompts to close the related interaction if we click on "Yes", it is closing the incident but not the interaction, interaction status shows "Open-Linked" only. but few of interactions are closing immediately after closing the incident.

 

We are using "Full Service Desk Model" in our environment.

 

 

SM Vr: SM9.40

 

Kindly help me out how to resolve this issue.

 

Thanks,

Jagan

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3 Replies
GJN13 Super Contributor.
Super Contributor.

Re: Linker is not closing the interactions when the incident is closed

can anyone please help me on this issue, we are still facing the same issue, linker is nor closing few of the interactions when the related incident closes.

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Absent Member.. mcoyle Absent Member..
Absent Member..

Re: Linker is not closing the interactions when the incident is closed

Hi 

 

First check - have you looked at your sm.log for any errors?  Failing that, have you tried a RAD trace or debug session?

 

Regards

Matt

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Absent Member.. mcoyle Absent Member..
Absent Member..

Re: Linker is not closing the interactions when the incident is closed

Something else I just thought of - please confirm that are running 9.40 codeless?  

 

I recall that for migration to codeless, open interaction records with  "Open-Linked" status should be updated to "Dispatched" status (using the OOB migration script).

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