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Auto close tickets via spectrum still shows OPEN status

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  • 1.  Auto close tickets via spectrum still shows OPEN status

    Posted 06-09-2020 03:02 PM
    Hi members

    We have spectrum integration with sdm 17.2 for Auto incidents open & close. When the incidents auto close via one click. the ticket get close in sdm  which is ok. But when we view those auto close incidents , the status still shows 'open' whereas it is actually closed and we also see in log tab "incident close via one click." 

    however, in incident search (List_in.htmpl) those ticket status hows close but when we open(view) to see the information the status shows 'open'

    this is happening with on auto close incidents via spectrum. other tickets are fine totally.

    What could be issue. pls advise

    #caspectrum


  • 2.  RE: Auto close tickets via spectrum still shows OPEN status
    Best Answer

    Posted 06-10-2020 01:34 PM
    Edited by Jeff welch 06-12-2020 12:57 PM
    I would first look at the detail_in.htmpl form for that role to see if there are any customizations which might affect a refresh as opposed to the list_in.htmpl. 

    Next, I would perform a "pdm_cache_refresh -t Call_Req" on the application server to which you are connected and then refresh/reopen the form to see if the update is there.  (You may want to do this after peak hours to limit performance issues)

    Jeff