When an Incident is is Resolved, the "Ticket Status' filed of the Process Status Section shows 'Resolved ?'

Products

• ServiceDesk

Issue/Introduction

When an Incident is Resolved, the "Ticket Status' filed of the Process Status Section shows 'Resolved ?'

Environment

ServiceDesk 8.5 RU2, RU3
Workflow 8.5 RU2, RU3, RU4

Cause

Known Issue. We found that there is an entry in processmanager strings files for the string 'Resolved' and that the english value for this string was set to 'Resolved ?'. That entry needs to be changed. It's in ProcessManager\App_GlobalResources\ReportsRes.resx. 

Resolution

This issue has been reported to the Symantec Development team. A fix for this will be available for ServiceDesk 8.5 RU4 and Workflow 8.5 POST-RU4.

Workaround for Customers:

1. Browse to [Workflow Install Path]\ProcessManager\App_GlobalResources and find and open ReportsRes.resx.
2. Search the file for the string 'Resolved ?'
3. Remove the question mark and save the file.
4. Refresh the process view page. It will take quite a while because the edited resource file will prompt IIS to reload all strings