Incident tracking after chaning state

[GPavanKumK]

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?

[AnkaRaoB]

Hi @GPavanKumK ,

In CSM, adding work notes or additional comments does not change the ticket state.
The ticket remains active until the state is explicitly moved to a closed or resolved value.
The active field only becomes false when the state is set to a closed state.

If this response helps in solving your issue, please mark it as Accepted Solution and Helpful.

[GPavanKumK]

but how does the state of tkt changes?