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

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• 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

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

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Environment

Service Desk Manager 14.1.03

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.

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>

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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">