The Resolution Provider is not Added as a Contact to the Incident or Database after the Incident is Resolved
Last Updated March 08, 2018
After resolving an incident in Servicedesk, the Resolution Contact is not being added to the incident process view, or to the database.
Servicedesk 8.0 HF1, HF2 and HF3
In the new SD.Forms.IncidentManagement project, in the Work/Resolve Model, the Add Resolution Provider component does not have a process sessionID reference to associate the contact with.
This will be a part of an upcoming Servicedesk HF. However, you can resolve the issue, by performing the following steps:
1. Open the SD.Forms.IncidentManagement project. 2. Open the Work Resolve Incident model. 3. Find and open the "Add 'Resolution Provider' Process Contact" component 4. Under the Process section, check the "Save to Other Process" checkbox 5. Click the ellipsis next to the "Execution Context ID" 6. Choose "Process Variables", then click Add 7. Find and expand the "Incident" datatype, and choose SessionID 8. Click OK, then OK
Your screen should look like this:
9. Click OK 10, Save and then publish the project.
This will resolve the problem.
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