Incident tracking after chaning state

GPavanKumK
Tera Contributor

2 hours ago

Hi ,

 

In CSM if some agent already changed state or added comments in Work notes or additional comments...

Will the TKT gets false ?

or will it stay true?

 

condition1 

If incident was in progress

customer escalated.

ticket go created.

now the state of active is true.

agent updated comments. Will the state of tkt becomes closed complete?

and active false?

or will it stay true?

 

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1 REPLY 1

harishk07
Giga Guru

2 hours ago

Hi Pavan,

 

No, updating Work notes or Additional comments does not change the Active flag or automatically close the ticket.

 

In CSM (and in SN in general), the Active field is driven by the State, not by user activity.

 

Regards,

Harish

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Harish
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