incident ticket state has been changed from assigned to closed

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Alpha_K
Tera Contributor

‎08-05-2024 05:00 AM

incident ticket  state has been changed from assigned to closed .

from assigned state they can only  move the ticket to InProgress or cancelled.

some how they have changed it to closed .

 

Th child ticket got closed when the parent was added. 

Parent state was InProgress at that time .

 

Need some help to identify the root cause

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Robbie
Kilo Patron
Kilo Patron

‎08-05-2024 05:47 AM

Hi @Alpha_K,

 

To understand the what and how of a tickets lifecycle, I'd recommend starting with reviewing the Ticket history.

Here you'll be able view exactly what changed and by who. This will help indicate if it was a user which perhaps identifies a use case/path you were not aware of, or if the update was made by the system, or integration user for example.

 

If the update was from the system, you'll then need to dig a little further and explore the logs to see what was executed such as a background script, an admin or in fact an API updated something inadvertently.

 

Start with the incident record history and go from there.

To view the Incident ticket history, open the incident and right click at the gray bar at the top of the form. Navigate down to 'History' > 'List' as shown below.

 

If you need to view the logs, type 'Log' in the Navigation manu and click on 'All' under 'System Log'

 

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.



Thanks, Robbie

 

Screenshot 2024-08-05 at 12.40.19.png

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Mark Manders
Mega Patron

‎08-05-2024 05:59 AM

We are missing a lot of information. How is the state flow handled? Through stateflow or client script? Who updated the state? User or system? 

What does the 'child ticket' have to do with this? Was it the child ticket that got closed while it was in progress? What is the parent/child relationship referencing to in your query?

If, and this is assumptions based on what I understand from your wording of the question, the child ticket is closed when the parent ticket is added and it was on in progress, you need to check on BR's/flows that do something when a ticket becomes a child.


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Mark