KNOWN ISSUE: Reason for re-opening an incident in resolved status doesn't appear in the incident information.

Products

• ServiceDesk

Issue/Introduction

If an end user determines that the issue documented in their ServiceDesk Incident has been resolved and re-opens the ticket the user's comments aren't properly documented in the ticket.

Cause

 The user comments was being save as a process message instead of a user comment.

Resolution

 Symantec has developed a point fix to address this issue. The point fix can be found in TECH212326.

Applies To

 ServiceDesk 7.5 SP1