CA Service Management

Hi all,

I configured that when changing the status to cancelled the use must add comment.

But even I logged a comment it still show the error (AHD05917)of not having a comment.

This issue does not occur 100% of the time, but about 80% of the time.

Anyone has any idea the cause of this issue?

Best regards,

Conan

Hi Conan,

How did you log the comment?  The requirement is that you type some text into the ‘User Comment’ field in the ‘Activities / Update Status’ dialog, at the same time as updating the status.  Doing (for example) ‘Activities / Log Comment’ and then ‘Activities / Update Status’ won’t work.

Which version of SDM are you running?

Regards,

James

PS – for that reason I used to recommend making the ‘status’ field read-only on the ticket details form, which forces analysts to use ‘Activities / Update Status’ so they don’t encounter the issue.  In recent SDM versions you don’t need to do that – the dialog pops up if the transition requires a comment, which is much more convenient (and which is why I’m wondering which version you’re using).

Hi James,

I am using 14.1.02

Yes, the new version will pop out a new window for comments once I tried to save with "cancelled" status.

But it still return the same error after "accepting" the comment. And if I change back to status and save, it will save and log the "abandon" comment even the change is not cancelled.

Conan

If you can reproduce this with the out-of-box forms then it may be time to raise an issue with support.  This is one of those things that 'should just work'.

Regards,

James

Hi James,

Thanks for the reply, we had solved the issue by fixing some OOTB spell code function.

Best regards,

Conan

Hello ConanLam,

You mention fixing some OOTB spel.

Can you let us know what was those and if this was done by CA support or not?

If OOTB I wondering how this will be eventually released as patch or fixed in next CP/release.

Thanks

/J

Hi Jerome,

This is not done by CA support since Spel code is out of their scope of support.

Best regards,

Conan

HI Conan,

I'm little confuse here because you mention Out Of The Box spel been modified to fix what appears to be a bug.

If this is a correct understanding then this look to go under CA support scope,

Or those spel was already modified by you and you corrected your modifications (where is that case will be out of scope)?

Thanks

/J

Hi Jerome,

That spel code function involved is completely OOTB.

Best regards,

Conan

Hi Conan,

could you explain steps you performed?

Because I have the same issue...

Regards,

cdtj

Hi ConanLam - Were you able to open a case with Support for this? Thanks!