Valued Contributor.
Valued Contributor.

"open idle" dosn't change to "open linked" even when its related to incident

Hello All,

we are facing a problem with escalation of interactions. 

The Interaction is not changing status from "Open - Idle" to "Open - Linked" when it is escalated.

HPSM version : 9.50

Any help is appreciated !


Best Regards,


1 Reply
Acclaimed Contributor.
Acclaimed Contributor.

Hi Kaabya,

Actually this is a defect on SM 9.50, please take a look >


It was opened on Dec 2017 and the status is under investigation, we must wait for develop team for the solution.

Carlos Villalobos R
Customer Support Engineer
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