Unable to change the workflow task status to Closed from Pending. Getting error: "Error 1 attempting to set status to "CLOSED": AHD5746: Not allowed to update status Pending"

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Unable to change the workflow task status to Closed from Pending. Getting error:

"Error 1 attempting to set status to "CLOSED": AHD5746: Not allowed to update status Pending:

Environment

CA Service Desk 17.1 and higher.

Resolution

This error is seen when “Pending” status does not allow changing the status to next available status.

Please follow below steps in resolving this error:

(1) Go to Administration -> Service Desk -> Change Orders -> Workflow Task Status Code

(2) Click on “Pending”

(3) In the "Pending" workflow task status detail window check “Allow Task Update” and “Allow Accumulate” and save. Refer to below screen shot:

(4) Now the Pending status can be changed to next available status within Workflow task