Update Status is not working to enter a note in the Activity Log (functionality change in later releases of SDM)

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Article ID: 4700

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Updated On:

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

On any Incident, Request or Problem ticket if you select Activities-> Update Status

<Please see attached file for image>

update status drop down 2.png

 

Then only fill out the Description and click Save, you should receive a message stating: 'New Status' needs to be different than 'Current Status'.

<Please see attached file for image>

new status message.png

 

 

Cause

In previous versions of Service Desk users were able to add a description through the Update Status function, (which would then add a note to the activity log for the ticket) without having to change the Status.

Service Desk 14.1.03 now requires the user to also change the Status of the ticket if they are using the Update Status option.

Environment

Service Desk Manager 14.1.03

Resolution

If a user only wants to add notes to the activity log for the ticket then they will need to use the Log Comment option.

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK3sAAG" alt="log comment.png" width="1105" height="372">

 

This will allow the user to update the activity log for a ticket without having to change the status.

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK3rAAG" alt="log comment window.png" width="1245" height="429">

 

Attachments

1558707093067000004700_sktwi1f5rjvs16qkf.png get_app
1558707090829000004700_sktwi1f5rjvs16qke.png get_app
1558707089004000004700_sktwi1f5rjvs16qkd.png get_app
1558707086994000004700_sktwi1f5rjvs16qkc.png get_app