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prevent update to interaction solution when incident auto close relate interaction ticket

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Hi,

my environment had enable auto close related interaction ticket, when the incident ticket closes, it was working fine, but we do like to prevent the system from appending the follwing to the interaction solution.

*** *** There are no other related records.  Interaction closed by Incident IM1234

Can please advice or guide me on where can I find the part which trigger the auto close and disable the appending of the interaction ticket solution.

 

 

Regards
Soong
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Acclaimed Contributor.
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Re: prevent update to interaction solution when incident auto close relate interaction ticket

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You should check triggers for probsummary table.

Bcuz when you "close" IM then data transfered to SD (status, resolution,...)

And most likely triggers starts schedule wich start ioaction and if script from ioaction could not save record then reschedule.

 

So try to search your text in ioaction.

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Re: prevent update to interaction solution when incident auto close relate interaction ticket

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did you search triggers for probsumary table for this action ?

this can be done in the trigger or from the trigger calls the script library or ioaction.

(must be action doSelect for incidents table there and used field resolution...)

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Re: prevent update to interaction solution when incident auto close relate interaction ticket

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Hi,

Thanks for the response, will check on the trigger of interaction table (incidents),  I also notice that update is done by linker, and when I close the incident ticket there is a linker sch which run the apm.start.linked.close, do like to check if it is trigger and call by RAD does that mean there is not way to disable it ?

 

Regards
Soong
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Highlighted
Acclaimed Contributor.
Acclaimed Contributor.

Re: prevent update to interaction solution when incident auto close relate interaction ticket

Jump to solution

You should check triggers for probsummary table.

Bcuz when you "close" IM then data transfered to SD (status, resolution,...)

And most likely triggers starts schedule wich start ioaction and if script from ioaction could not save record then reschedule.

 

So try to search your text in ioaction.

View solution in original post

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