CA Service Management

 View Only
Expand all | Collapse all

Unable to automatically close ticket: cr:         - INVALID

Jump to Best Answer
  • 1.  Unable to automatically close ticket: cr:         - INVALID

    Posted Mar 01, 2017 08:25 AM

    Hello recently I have done a report of the cases that are pending for auto closed,
    and I see that there are several that were not automatically closed,
    the following message comes out:

     

    Unable to automatically close ticket: cr:5435999 - INVALID
     

     

    analyzing the case I noticed that the assigned of the ticket was modified before Autoclose was executed and was changed of group,
    My question is: the auto closed is affected if the assigned no longer belongs to the group of the ticket?

     

    Thanks!



  • 2.  Re: Unable to automatically close ticket: cr:         - INVALID

    Posted Mar 01, 2017 09:08 AM

    Hi Walter, 

    I am not sure I follow this one correctly here.  Are you saying that a ticket was set for auto-close, and that ticket had an assignee and a group on it, but that assignee and group was changed right before the auto-close was kicked off?

    Auto close should not be affected unless you have some type of either status transition blocking it, OR you have a data constraint of some sort that does not allow a ticket to be closed dependent on certain fields.

    Let us know,
    Jon I.



  • 3.  Re: Unable to automatically close ticket: cr:         - INVALID

    Posted Mar 01, 2017 09:46 AM

    Hi Jon, thanks for the answer

     

    A better explanation:

     

    The assignee and the group remain the same in the ticket,
    but the assignee no longer belongs to the group,
    He was removed from the group just before the auto close was executed.

     

    The ticket was not updated with a new assignee.



  • 4.  Re: Unable to automatically close ticket: cr:         - INVALID
    Best Answer

    Posted Mar 01, 2017 10:15 AM

    Hi Walter,

     

    Yes, that is exactly what is happening.  Because of this, our standard practice has always been to never remove someone from a group until there are no longer any 'active' tickets in the system assigned to them in that group -- and 'resolved' tickets are still active. 

     

    Tammy



  • 5.  Re: Unable to automatically close ticket: cr:         - INVALID

    Posted Mar 01, 2017 11:47 AM

    Ok thanks for the information. best reggards