With out resolution notes incident has made to "Resolved" state
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03-04-2019 12:04 AM
HI All,
I have got an incident ticket (Issue ). in our incident table "Resolution Notes" is a mandatory field which will occur when the state is moved to "Resolved". But for some incidents with giving "Resolution notes" they made incident state to "Resolved".
With out making "Resolution notes" the incident state should not change to "Resolved" state but for few incident i have seen there were no "Resolution notes" but state got changed to "Resolved" ..
@Can anyone help on this.
@note: I asked them whether the had changed in "List View" but they said no.
What could be the way to make "resolve" with out giving Resolution Notes?
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03-04-2019 12:34 AM
HI,
Was this updated using background scripts or any fix script.
Thanks,
Ashutosh
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03-04-2019 01:09 AM
Hi Ashutosh,
Very thanks for the reply.
@How can we know that they might have updated through "background script" or "fix script"?
Is there any way to get to know?
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03-04-2019 02:31 AM
HI Srisk
There may be multiple reasons
1. Check if user can do it on the list edit.
2. Check any business rule ,that is setting it resolved.
3. Check inbound email action script, if it is directly creating a resolved ticket .
4. Check if there is any scheduled job making it resolved.
There may be other scenarios.
How you check that who updated what?
1. Whenever a ticket is resolved , there is a business rule that updates the resolved by field also. Check that field.You will find out who resolved that. If empty then ignore
2. Check the history of the record. Open the related record, right click on the header, a context menu will open. Click on the history and then list. It will show all the history of the record. Scroll down and you can then find out when it was resolved any by whom. Check the user field.
-Harsh
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03-04-2019 03:36 AM
Hi Harsh,
Very appriciate for your suggestions i totally agree with you.
@But i would like to know. is there any way to know that ..if that was updated through any (Back ground script or fix script )..I am not asking how to check history Harsh.
