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Initial activity log when changing status through REST API

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Article ID: 214335

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

When updating the status of an incident via REST (JSON or XML), the status is updated but is adding an Initial activity instead of an Update Status as expected. We tried using Postman (JSON) and SDM samples (XML) but the same behavior.

Steps to reproduce:
1. Generate access key
2. Go to Postman and run:
curl --location --request PUT 'http://hostname:8050/caisd-rest/cr/401451' \
--header 'X-AccessKey: 70175220' \
--header 'Accept: application/json' \
--header 'Content-Type: application/json; charset=UTF-8' \
--data-raw ' {
  "cr": {
    "status": {"@id":"5208"}
  }
}

This will allow changing the status of the ticket from Open to In progress.

Environment

Release : 17.2

Component : SDM INTEGRATION

Resolution

Go to Administration > Notifications > Activity Associations -> Status for "R/I/P" > The default value is "Update Status" under Activity type but it's set to "Initial". Change back to "Update Status" and Save Changes.