While closing one incident, another inc. getting closed. How to troubleshoot?
I use HPSM v9.33. Sometimes, end users are saying that while they close any particular Incident, instead of closing the same, some different incident is getting closed accidentally. There is no such relation between those two incidents. I checked activity logs for both the incidents, nothing such mentioned so that I can troubleshoot the same.
For this issue, multiple support cases are getting raised. This has become a Showstopper now.
Please help how to troubleshoot the issue?
Should I start debugging by adding parameters in SM.ini?
Waiting for your valuable inputs regarding the same.
Can the user replicate it? Could the user be using record list? Have the user go to Window-Preferences. Expand HP Service Manager, go to Appearance and uncheck "show detail pane with record list" and see if that helps.