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08-07-2019 05:17 AM
Within Incident Management, we turned the state of "Awaiting User Info" (created, not OTB state) to Inactive status. There were over 400 tickets that were in that state, most of which were over 1 year old (put in that state by technician, then "forgotten")
We were able to get a Fix Script on this site that would convert all of those tickets from the old, inactive state to the Closed state so no emails would go out to the callers.
This worked just fine in our Development instance, so we cloned down our Production Instance to our Test Instance and ran the Fix Script in that instance.
However, the results were inaccurate this time. Instead of converting them to Closed state, they were convert to Canceled state. There are no emails turned on for this instance so no callers received emails, but need to know why that happened?
The state values in both Development and Test instances are identical, so I made no changes to the fix script. I did export the tickets just in case and nothing has been done in Production unless this can be fixed.
Attached is document showing screen shots of both Instances State choice list and the Fix Script.
I appreciate all the help I can get. I did have a HI ticket open and while they told me they couldn't furnish me a script, they did send me the Community link with the one I used.
Thanks!
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Incident Management