ticket status is not changing from cancel to open

[Bakhtawar Butt]

If we set the status to Cancel in SDM, the ticket status is still open.however ticket is cancelled but status of that ticket is  not changing to cancelled.

[Brian Mathato]

Hi Bakhtawar,

If you run a database query against the call_req table for that record after changing the ticket to cancelled what does it show? Also if you go to the Activity log of the ticket does is show the activity where you updated the case from Open to Cancelled?

It could just be the cache refresh issue. So try to refresh the form on the GUI after updating the status.

You could also run the following commands and see if the correct status shows afterwards:

pdm_cache_refresh -t Call_Req
pdm_webcache -H

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Kind Regards,
Brian
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[Bakhtawar Butt]

In logs we can see status change from open to close but in ticket status it's still in open.

 

Do we need to restart our server after running these commands?

How to refresh form on the GUI after updating the status.

 

[Bakhtawar Butt]

We have run these commands but failed to sort out the issue

 

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610

 

[Bakhtawar Butt]

We have already done using these commands and then restarting server but failed to do anything
Status is still in Open mode however, it changes in logs as already discussed.

[Giedrius Bekintis]

If you press edit one more time for the canceled ticket, do you see save or accept button?

[Bakhtawar Butt]

 

We don't use edit button we use activities-update status and when we do it again it shows that please update to some new status instead of cancelled.

After using these commands do we need to restart server or not?

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610

 

[Brian Mathato]

No need to restart the server after running the commands.

However, you can try clearing your browser cache.

Do you see the issue with all browsers?

------------------------------
Kind Regards,
Brian
------------------------------

[Bakhtawar Butt]

Yes it happens with all browsers.

 

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610

 

[Bakhtawar Butt]

We have a specific team whose daily task is to change status of open tickets to cancel. They are using all browsers and all are facing issue.

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610

 

[Peter Schmidt]

Hi,
did you have a look to stdlog?
Try to cancel the ticket. Look at stdlog (active one in <SDM-Dir>\log, i.e. D:\CA\ServiceDeskManager\log\stdlog7).
Provide the lines written when you tried to change the status.
What's about the status-Transition-rules? Is there any rule allowing open(OP) --> close(CL)?
Standard only allows open(OP) --> close unresolved(CLUNRSLV).

Regards,
Peter

------------------------------
Senior Technical Consultant
Fujitsu Services
------------------------------

[Giedrius Bekintis]

From my experience such things happens when there is some error in form or spel code and ticket get locked, in this case in activity form you will see Accept button instead of save.
​It may also be the problem with your activity form, do you use OOTB form or the custom one? if it is the custom, the form screenshot and htmpl file would help to investigate this issue further.

[Bakhtawar Butt]

For which form are you asking about?

also we have stdlog0 not log7

[Bakhtawar Butt]

Please check the uploaded files.

It includes cancel status transition and cancel status detail page.

[Bakhtawar Butt]

.

[Peter Schmidt]

Hi,
your screenshots show that transition Open --> Closed seem to be configured and active.
So we should have a look to stdlog:
   stdlog7 was only an example. There can exist stdlog0 - stdlog9.
   Look in the actual stdlog what is written to it when you are trying to close your ticket.

Try to provide the relevant content.

Regards,
Peter

------------------------------
Senior Technical Consultant
Fujitsu Services
------------------------------

[Bakhtawar Butt]

Please find below std log file

[Bakhtawar Butt]

i am trying to upload std log 7 file but unable because it shows error unable to upload file

[Peter Schmidt]

Hi,
try to cut and paste the lines of the timframe you tried to change the status.
Open stdlog with an editor, search for the time you changed status and cut and paste the lines to community-reply.
Regards,
Peter

------------------------------
Senior Technical Consultant
Fujitsu Services
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[Bakhtawar Butt]

one more thing when i change the status it worked fine.
But when other team members service desk coordinator members do the same they face issue.

[Bakhtawar Butt]

one more thing when i change the status it worked fine.
But when other team members service desk coordinator members do the same they face issue.

[Peter Schmidt]

Hi,
this makes it more interesting what is in stdlog.
Let your colleague try to change the status.
1. What he gets when saving the ticket (yellow line on top) or what does the activity say?
2. What can be found in stdlog?
3. Is there anything in the activity-Tab that can be seen for the error-try?

Regards,
Peter

------------------------------
Senior Technical Consultant
Fujitsu Services
------------------------------

[Bakhtawar Butt]

When they try to cancel the ticket they use activities-> update status from top bar of the ticket, if then opens new window in which they change status to cancel and write descritpiotn after that when they save the status the window close and the ticket status is still on " open"..

However logs show the status change to cancelled but ticket current status is still on open so it cause time issue as there are so many tickets to tackle. They though the status is not changing and then they try to change status and it says please change to new status other than cancel

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610

 

[Peter Schmidt]

Hi,
so the last what we can check together is the content of stdlog for it.
I'm on train at the moment and 1 hour left for this ;-)

My suggestion, if we cannot find something together, you should open a case with ca-broacom.

Regards,
Peter

------------------------------
Senior Technical Consultant
Fujitsu Services
------------------------------

[Bakhtawar Butt]

I have send you email reply in which std attachment is there.

 

Did u find it>

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610

 

[Giedrius Bekintis]

Could you please post htmpl file of the activity form

[Bakhtawar Butt]

What is the name of the htmpl form which I have to provide you?

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610

 

[Giedrius Bekintis]

The one you use. Simply open activity form and do a right click, in popup menu, that will open, you should see the name of htmpl file

[Bakhtawar Butt]

 

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610

 

[Bakhtawar Butt]

 

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610

 

[Bakhtawar Butt]

 

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610

 

[Bakhtawar Butt]

 

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610

 

[Peter Schmidt]

Hi,
what I found in stdlog is:
ERROR config_file.c 546 Unable to find the security value for the operation, CANCEL. Default to NONE(0)
ERROR freeaccess.spl 14788 Unknown webengine operation "CANCEL"
No idea for it at the moment ...

I think you should open a case with this problem.
My be it's a customization-problem?

Regards,
Peter

------------------------------
Senior Technical Consultant
Fujitsu Services
------------------------------

[Bakhtawar Butt]

I already opened a case

 

 

Regards,

 

Bakhtawar Butt

Officer Technical Service Desk | ITSM Division

Information Technology Group | MCB Bank Limited

3^rd Floor, MCB Building, Nila Gunmbad , Lahore

 

Landline: [phone] | IPT: 042-4610