** Our Environment: Windows & SQL 2 x App Servers and 1 x web server Using the out of the box remedy services Version 7.6.01
Hi everyone, I have a small issue with a new piece of integration I am trying to put in. We have created a process as follows: • End user can create a service request through SRM to delete an order • Upon submit the system creates an incident • Tibco watches the incident module and when conditions are met, executes the delete action • If the action is successful, then Tibco then updates the following; o Incident Status = Resolved o Status Reason = Automation o Resolution comment updated All works really well so far however I cannot work out for the life of me why the Best Practice Work Flow still shows ‘Investigation and Diagnosis’ instead of ‘Incident Closure’. We have poured through documentation and communities and haven’t found the answer yet. Does anyone have an idea as to why the Incident will not move to Incident Closure even thought the status is set? BTW: If I open the incident and press SAVE, it does! But the whole point of this process is to avoid any IT involvement. Thanks Richard _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
