CA Service Management

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  • 1.  Status cancelled without Survey

    Posted Aug 14, 2017 05:17 PM

    Hello community

     

    I have a status with the name canceled, I do not have any template message to this state however at the time of going to canceled send the template closing message and send a survey that is only sent in the close state

    Can you help me know why this happens?

     

    The version of SDM is 14,1 



  • 2.  Re: Status cancelled without Survey

    Broadcom Employee
    Posted Aug 14, 2017 05:26 PM

    Please check the detail of this status and make sure "Make Active?" is set properly...if it is no then this status is

    regarded as "close" action so you would need to make sure its value is Yes



  • 3.  Re: Status cancelled without Survey

    Posted Aug 15, 2017 01:46 PM

    This resolved part of my required process but I need not appear the active canceled tickets

     

    Do you know any way to do this without being closed?

     

    Regards



  • 4.  Re: Status cancelled without Survey
    Best Answer

    Broadcom Employee
    Posted Aug 15, 2017 01:55 PM

    Christian, if I understand correctly you want the "canceled" status' property to have "Make active" no value and at the same time try to see if SDM can be configured such that it does treat it as active/open. Currently I am not sure this is

    configurable. The logic is hard coded. Thanks _Chi