Clear the sub-status of a request on resolution

[DRiley]

Hi Team,

 I've noticed that if I resolve a request via a business process workflow (using the Update Request > Status operation) the last sub-status is is maintained against the request. I seem to recall there being something that would clear the sub-state on resolution, perhaps an application setting? Does my memory serve me right, or has it never worked like this?

The rationale for this behaviour is that many of the active sub-statuses are only relevant when the request is open, but more importantly they reflect a particular state in the life of the request. The sub-status may only make sense when read in the context of "open", but when the request is "resolved" the sub-state quite frequently doesn't hold true and hence should be cleared (especially when it isn't attached to that parent status).

Thanks,
Dan

[Steve Giller]

I've not re-read the whole thread because it's late, but try:

 

[DRiley]

Hi Steve,

 I tried leaving that field blank and the BPM got upset  . I'm quite sure there was some built in behaviour, potentially governed by an application setting which cleared the substate on resolution. I was looking for confirmation on whether that was true or not. I can't find a setting myself.

Thanks,
Dan