A call that was initially placed on ‘Hold’ was closed / Resolved and itis showing the closed date/ Time but the status didn’t change to close. It isstill showing ‘Hold’ on the status. What could be the problem?
It could be a caching problem. So try to run 'pdm_webcache -H' command on ServiceDesk server followed by clearing of the IE cache on the user's machine\PC.
Also check the ticket's Activity log as to what might have happened. Is it possible the user closed the ticket and later put it back on hold status. I don't think the closed date on the ticket is removed if the sequence of events is as per my last line.
Let us know how it goes?
Good day Brian,
Thanks for the response.
I did the steps and is still not working. please check the screen dump showing the logs.
I do not see any evidence of the ticket having being changed from 'Hold' to 'Closed'. In fact it looks like the Analyst (Nthabiseng Modipa) used the Update Status activity while the ticket is still on the 'Hold' status and simply added a comment (User assisted) without changing the actual status to 'Closed'.
You can run the following SQL query to check if there was ever a time that the status was changed from Hold to Closed:
SELECT last_mod_dt, description, action_desc, type FROM act_log WHERE call_req_id IN (SELECT persid FROM call_req where ref_num = 'I88390')
Her issue is that the call is showing closed date – that is why she is saying she closed it and the status didn’t change.
Good day Chris,
I did run the command on the server and cleared her cache.
Please see below screen dump from the ticket. The user is adamant she closed the call because it has the closing date – but if you look at the logs- it doesn’t show the activity of closing the call.
Can you share the output of the SQL query I sent you? Send the results to a .csv or .xls file
I didn’t receive sql query from you. I only received 'pdm_webcache -H' command.
Please have a look at the entire discuss\post on the community. I put the below SQL query for you to run on 5 July.
This may help us figure out if there was ever a time that the ticket was Closed and why there is a Closed Date set on the ticket
Please find attached for your attention.
Retrieving data ...