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

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Article ID: 16423

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Updated On:

Products

DX Infrastructure Management 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