Status_Prev attribute not updated when the Update Status activity with no status changes is performed.

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

If I use the Update Status activity and just provide a comment without actually changing the status of a ticket, will the status and status_prev attributes of the ticket contain the same values?

Environment

CA Service Desk Manager r12.x, r14.x

Resolution

When you complete an Update Status activity and the status is not changed, i.e. only a comment is provided, there is in fact no change in status so the status_prev remains as it was previously. You can test this using the bop_odump utility to verify the values. This utility displays the values at the domsrvr level so we can see what status and status_prev are set to: 

e.g. 

1. Change the status of an incident from Open to Hold and the command returns the following: 

c:\bop_odump domsrvr cr "id=400901" status status_prev 

Persid       status          status_prev 

cr:400901 HLDCSTRSP OP 

1 objects 

2. Then Update the status with a comment but leave the status as Hold and re-run the bop_odump command and as you can see below the status and status_prev values don't change: 

c:\bop_odump domsrvr cr "id=400901" status status_prev 

Persid        status         status_prev 

cr:400901 HLDCSTRSP OP 

1 objects