ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.

Auto close/update: Tickets in resolved status instead of closed status

book

Article ID: 16423

calendar_today

Updated On:

Products

DX Unified Infrastructure Management (Nimsoft / UIM) NIMSOFT PROBES

Issue/Introduction

Using auto close/update in Service Desk gateway probe, when a ticket is automatically closed, it shows a resolved status instead of a closed status



Why, using auto close/update in Service Desk gateway probe, when a ticket is automatically closed, it shows a resolved status instead of a closed status?

Environment

Sdgtw 1.40, UIM 8.5.1, Service Desk 14.1

Resolution

It can be solved/modified in the following way:

opened the raw configure panel on sdgtw probe, modified the incident_resolve_status key from Resolved to Closed