Resolution Notes are disappearing on occasion on save prior to hitting close case.

[Pam Reid1]

Users are entering resolution code and resolution notes into the fields and saving their case.  They then click the close case and very intermittently the resolution notes are being cleared out resulting in the error that it needs to be filled in before closing.  They have to then re-enter the resolution notes a second time to close the case.  We have yet to recreate it but at least 2 users have experienced this at some point.

[Allen Andreas]

Hi,

I understand that...

I'm just covering that for the record (as I don't know that that is not your process and I'm not going to assume that either). I read your post and so you don't have to worry about repeating it over again. I covered you bypassing the expected process in my reply above anyway.

The main point, since you're bypassing the customer/contact approving or rejecting the proposed solution, is that those are expected when you close the case. The point of me suggesting to add them as part of the same process when clicking the close case button, is to help prevent this random occurrence. You could try and see if that helps.

As far as how CSM works, the resolution code and resolution notes get cleared when a case goes from 'x' state to 'y' state. Granted, going to close (via the UI Action), should not cause this to happen, but I'm curious if it may be that or perhaps something else.

If you establish the fulfiller behavior to add those at the same time of pressing the close case button, then it may resolve that happening, even if randomly, even if for just one user. (although in your original question you said 2 users).

Otherwise, we have no information from you that you've troubleshooted with the user and have checked what browser they're using, how fast after clicking "save" and they clicking the UI Action, etc.

Take care! 🙂

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Pam Reid1]

We have two states, open and closed.. So it goes from open to closed and nothing else.  The person put in the res notes and code, hit save, then hit close case.  However we have tried every which way of patting our head and rubbing our belly to recreate this issue.  its one agent among many, having the issue.  No one else is so potentially a browser issue rather than a service now issue.  No one else has had the issue.  Its very weird.

[Stefan K_]

By any chance is this in a workspace UI or classic back-office?

[Pam Reid1]

It is in Workspace

[Stefan K_]

Try replacing in the url the case table with "task", like this:

Current url: /now/workspace/agent/record/incident/9362c021876c0d90be658667cebb350f
New url: /now/workspace/agent/record/task/9362c021876c0d90be658667cebb350f

*I only have example from incident, perhaps the urls look a little different in CSM than in ITSM but you get the idea

After changing the url (and refreshing the whole page), then try again closing a case and see if you can repeat the issue

There's a major bug in workspace that causes all kinds of crazy behavior if you have task in the url. You need to make sure you don't have any lists pointing to task table where users can open the cases to avoid pumping into it.