When using Servicedesk and closing an incident, the affected user is given a certain period of time to review and accept the incident resolution. If the user does not do that within 3 days, a timeout is reached in the process and the process is not properly closed.
The process is missing a component which sets the process status to "Closed" and "100%"
The attached zip file contains a revised version of SD.IncidentManagementSimple.exe, which is a installer for Incident Management.
This fix is found in KB article TECH202844, found at http://www.symantec.com/docs/TECH202844. Please download the GA-SD.IncidentManagementSimple.Setup.zip and install on your server.
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