Hi All,
We have an incident integration with the customer that was implemented about few years ago. In this integration, the incident state is bi-directionally mapped, and everything has been working fine until last week.
Recently, reported an issue: when an incident is in the Resolved state and the customer sends a Resolve update request (with the state still set to Resolved), the state remains unchanged as expected. However, the close_note field is being cleared, and this change is captured in the activity log.
- There is state validation when it closed or cancelled, before updating the state.
- Other fields are remain same only close_note is being cleared (there is no parameter in the payload related to close_note).
- No changes have been made to the integration logic or scripts.
- In the month of November, our instance was updated with Yokohama Patch 7 Hotfix 2b.
- I reviewed the update history and patch details but found nothing relevant.
- Script tracer was enabled for troubleshooting, but no clues were found.
Adding a condition to prevent this is possible, but need to identify the root cause first. Could you please suggest how to proceed with identifying the issue?
Thanks,
Krishna
