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using a custom/new STATUS that close SDM ticket by PAM

Question asked by eduardo.lagrave on Dec 28, 2015
Latest reply on Jan 4, 2016 by eduardo.lagrave

Hi guys, I ‘ve this issue:

we are using PAM with SDM (14.1) integration. Transfers, update status and objects works fine. So, i’ve creating a new SDM STATUS for REQUEST ticket type. It’s configuration:

¿ACTIVATED?= No

STOP EVENTS AND SERVICES TYPE= Yes

¿RESOLVED?= Yes

 

When I try to use its new STATUS in a CHANGE STATUS PAM operator (remember that is configured for ticket to close) receive this:

---

soapenv:Client

Unknown value for status

 

Unknown value for status

1000

---

 

Obviously, I ensure to getting the correct STATUS handle.

 

Then, proced to STATUS reconfiguring to this:

¿ACTIVATED?= Yes

STOP EVENTS AND SERVICES TYPE= Yes

¿RESOLVED?= No

 

The error persists.

 

 

Then, I turn to use UPDATE OBJECT operator referencing to STATUS fields and reconfigure the STATUS to this:

¿ACTIVATED?= Yes

STOP EVENTS AND SERVICES TYPE= Yes

¿RESOLVED?= Yes

 

 

To this way the ticket status is updating but still in ACTIVE.

 

So, reconfiguring the STATUS to this:

¿ACTIVATED?= No

STOP EVENTS AND SERVICES TYPE= Yes

¿RESOLVED?= Yes

 

 

Buta an error is generated when process runs:

AHD05742:No se permite cerrar Solicitud, 153. AHD05835:Hay tareas de workflow sin finalizar en este Solicitud.

 

If we using CLOSE TICKET AND LOGOUT operator, the ticket finishes fine but an update status to CLOSE ocurred.

 

My question is: how I can use a custom/new STATUS that close SDM ticket by PAM?

 

 

Thank you in advance and merry christmas!!!

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