In Submit Incident (Advanced) form having clicked 'Resolve', 'Cancel' requires resolution to be filled.

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Article ID: 171867

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Updated On:

Products

ServiceDesk

Issue/Introduction

When on the Submit Incident (Advanced) form a user accidentally clicks ‘Resolve’ button, returning to the main form by clicking 'Cancel' button will require the Resolution to be filled. This can be a problem because Incident will have resolution filled when it should not or does not have a resolution.

Cause

Defect.

Environment

ServiceDesk 8.1 RU6

Resolution

This issue has been reported to Engineering to get this fixed in a future version.

Since this is a problem in one of the customizable projects and can be fairly easily fixed:

  1. Open SD.Feeder.TechnicianIncidentForms project > Model [1]: Primary > Resolution [1.25] dialog
  2. Edit the Resolution Notes text box > Functionality tab > Data section > Output paths – change Cancel to Optional
  3. Save and Publish.