Tickets are still open

A_maity002 · ‎12-01-2023

Hi All,

One incident is there for a user. He/She was trying to close the tickets but it stuck. Then from backend we closed the preferred tickets. But the tickets are showing still open on her frontend / Service Portal > My request.

Kindly provide me the solution for this issue.

Thanks & Regards,
Atanu Maity

jMarshal · ‎12-05-2023

OK so RITM2003031 is closed...but REQ2002941 is not yet closed. There are 3 levels of request involved here ---> REQ, RITM and SCTASK

There can be many RITM associated with a single request and I would think that there are still some open RITM associated with that REQ, which is causing this to happen.

Go into the REQ on the platform and scroll to the related list at the bottom:

...you may see more open RITM there:

View solution in original post

Dr Atul G- LNG · ‎12-05-2023

Hi @A_maity002

Please check

- All SC task closed attached to the RITM

- All RITM closed attached to REQ

If above both are closed, REQ will be closed automatically.

Please check one by one and share feedback.

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