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When IM is 'closed' status then related SD should be in Resolved' status.

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Regular Advisor

When IM is 'closed' status then related SD should be in Resolved' status.

Hi Experts,

 

Here is the requirement that when incident ticket closed then related interaction ticket should go to resolved status not to closed status.

 

Please help me on the same on urgent basis.

 

Thanks in Advance

 

 

Regards,

Nandu

5 REPLIES
Honored Contributor Honored Contributor

Re: When IM is 'closed' status then related SD should be in Resolved' status.

Hello,

there is not such status for the Interaction like Resolved.

 

You can add your custom field in Interaction which you will set to resolved.

Regular Advisor

Re: When IM is 'closed' status then related SD should be in Resolved' status.

Dear Vadim,

 

I have added the 'Resolved' in Status for interaction.Currently I am using SM 9.30 version.

 

Please suggest me on the same.

 

Thanks and Regards,

Nandu

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Respected Contributor

Re: When IM is 'closed' status then related SD should be in Resolved' status.

Hi Nandu..,

 

try this in probsummary after update trigger

 

if (record.problem_status == "Closed" && oldrecord.problem_status != "Closed")
{

var sd = new SCFile("incidents")
var rel = new SCFile("screlation")
var findrel = rel.doSelect("depend=\""+record.number+"\"")
      if(findrel==RC_SUCCESS)
      {
     
      var findrel1=sd.doSelect("incident.id=\""+rel.source+"\"")
      if (findrel1 == RC_SUCCESS)
      {

sd.open="Resolved"

sd.doUpdate();
      }
      }
}

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Frequent Advisor

Re: When IM is 'closed' status then related SD should be in Resolved' status.

Hi Praveen,

 

this SOlution will work only Incident relate one interaction.

 

But I want to resolve Multiple interaction which is related to Incident.

 

Please suggest me on the same.

 

 

Regrads,

Nagaraja B Sagar

Occasional Visitor

Re: When IM is 'closed' status then related SD should be in Resolved' status.

Hi,

 

To resolve  multiple  interactions, please use while do loop  in the same script to run again n again until all the records get updated as resolved status.

 

 

Regards,

Gowri


nagarajabsagar wrote:

Hi Praveen,

 

this SOlution will work only Incident relate one interaction.

 

But I want to resolve Multiple interaction which is related to Incident.

 

Please suggest me on the same.

 

 

Regrads,

Nagaraja B Sagar