Set Resolved button in Xflow to change ticket status to "Closed" instead of "Resolved"

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Some customers using Xflow may want to use the "Resolve" button in Xflow to change the status of tickets to "Closed" rather than "Resolved".  Out of the box, Xflow is configured such that the button updates the status to "Resolved" but it does not actually close out the ticket and make it inactive.

Environment

SDM 17.1 and above

Resolution

To change the status set by the "Resolve" button in Xflow follow these steps:

1. log into SDM as an administrator

2. Go to Administration > Xflow Interface > General  then locate the "ResolveCode" variable under Configuration Key.

3. Edit this variable and change the value from "RE" to "CL" - (CL is for "closed" status), then save the variable

4. Recycle Xflow

5. Clear the browser cache completely

6. Log back into Xflow and now attempt to use the "Resolve" button, which should now set the status of the ticket to "Closed"