Steps: ====== 1. Install SDM 17.3 or upgrade to 17.3. 2. Enable Auto Close by going to Administration -> Service Desk -> Application Data -> Codes -> Auto Close settings. 3. Create few Incidents and change status to Resolve. 4. After mentioned Auto close time the ticket status does not change to Close and stays in Resolved status only.
In logs below errors are seen:
04/07 19:38:27.32 ibtest domsrvr 2940 ERROR top_ob.c 4031 Got msg with type set to 0 04/07 19:38:27.33 ibtest spelsrvr 11692 ERROR cr.spl 8851 Unable to schedule auto-closure for ticket: cr:400002 - INVALID 04/07 19:39:07.97 ibtest domsrvr 2940 ERROR top_ob.c 4031 Got msg with type set to 0 04/07 19:39:07.98 ibtest spelsrvr 11692 ERROR cr.spl 8851 Unable to schedule auto-closure for ticket: cr:400004 - INVALID
Environment
Release : 17.3
Component : SERVICE DESK MANAGER
Cause
This is a known defect (DE54332) fixed in 17.3 RU 1 and later Rollup versions.