Closure category not being set by node

[Gary@ADL]

Hi Guys - we have some quick log processes, and as part of this we have some workflows which automatically populate the resolve text, category, and then close the ticket,

 

  recently (last month or so) we have noticed the closure category is not being populated? the node hasn't changed, and looks correct, so not sure why this isn't working?

 

thanks

 

 

[ArmandoDM]

Hi @Gary@ADL

I am unable to replicate the issue.   

Can you double check if the closure category you're setting still exists, or maybe it has been updated? 

Did you try to edit the BPM node where you set the category, and set it again?

Can you see any error?

Regards

Armando

 

[Gary@ADL]

Hi @ArmandoDM - no we do not get any error messages, and yes ive double checked the categories and they all exist (theirs approx. 13 different ones), I know its going down the correct path, as it sets the appropriate resolution text, ive also tried to edit the node where I set the category and tried again, but this still hasn't resolved,

 

thanks

[ArmandoDM]

Hi @Gary@ADL

are you on the latest update of SM ?

Ideally I can replicate the issue

Thanks

Armando

[Gary@ADL]

hi @ArmandoDM - yes we are on the latest version,

 

it would be appreciated if this could be resolved quickly, as we are having to go back and amend our quicklog calls after the fact, making them not very quick! lol

 

thanks

[ArmandoDM]

Hi @Gary@ADL

we are currently investigating this issue. Will provide a fix as soon as possible.

Regards

Armando

[ArmandoDM]

Hi @Gary@ADL,

for the request where the closure category is not set, can I ask you to check if the columns h_closure_category_id and h_closure_category are being set in the table  h_itsm_requests ?

I'm trying to work out if its a UI issue or a database issue.

Also, would it be possible for you to provide a request ID this happened in the past week ?

Regards

Armando

 

[Gary@ADL]

Hi @ArmandoDM - ticket number is: IN00121219  - I have just done this one now,

 

we use this process a lot, it has 15 nodes which each set the closure category (depending on the input it receives), then again separate nodes to set the closure text. the text setting nodes are working ok and the text is being applied, so we know its going down the right path,

 

as pictured no its not appearing the database, also not appearing in our reports etc,

 

thanks

[ArmandoDM]

Thank you @Gary@ADL

 

[ArmandoDM]

Hi @Gary@ADL

the issue has been fixed in the latest SM build now available for update in your instance.

Regards

Armando

 

[Gary@ADL]

thanks @ArmandoDM - will try and let you know if any issues,

 

thanks