7oaks Posted July 19, 2023 Share Posted July 19, 2023 Support Staff using Service Manager are being asked to select a Category when closing their calls but we dont use them. I have tried to select a default one and tried removing the option but still unable to close the call. Also, another colleague has noticed that our reports are showing high figures. i.e. 2800 calls resolved today. etc Any assistance would be appreciated rather urgently. Thank you Debby Link to comment Share on other sites More sharing options...
Steve Giller Posted July 19, 2023 Share Posted July 19, 2023 The first step would be to check the setting servicemanager.request.closureCategory.default.required and ensure that is OFF if you're not using Categories. The issue with the charts is being investigated. Link to comment Share on other sites More sharing options...
Mhari Lindsay Posted July 19, 2023 Share Posted July 19, 2023 Hi folks, we are also getting this on our instance which did not happen before today. Has something changed? Link to comment Share on other sites More sharing options...
7oaks Posted July 19, 2023 Author Share Posted July 19, 2023 Thanks Steve, we turned off the Category option and that's now working but we have never used it before. Link to comment Share on other sites More sharing options...
Ketan.lakhani Posted July 19, 2023 Share Posted July 19, 2023 WE need the categories. Please can someone have a look at this urgently? Link to comment Share on other sites More sharing options...
Ashley Posted July 19, 2023 Share Posted July 19, 2023 Hi, I hope you can help please. From my perspective nothing has changed, but I am now getting the following for all my Services, CHANGE & Release: There are no categories currently available for selection You need to provide a resolution category in order to resolve the request Status is Open. It's following BPMs and all was fine a day a go. If I enter a resolution description the Resolve button is greyed out. This is a big issue as affecting all my tickets. I Googled this and wonder if it's anything to do with servicemanager.request.closureCategory.default.required which affects all services. Currently set to ON. Please help as need resolution asap. Thanks Link to comment Share on other sites More sharing options...
AndyG Posted July 19, 2023 Share Posted July 19, 2023 @Ketan.lakhani, Please check your service configuration. If your "Resolution Category Level" is set to a level with no categories below it then there will be no categories to choose on resolution. If you have also configured resolution categories to be required (i.e. turned this app setting on: "servicemanager.request.closureCategory.default.required"), then you will not be able to resolve requests for the service. There was some inconsistent behaviour that enabled you to resolve a request without a resolution category when you had resolution category configured as required. This inconsistencey was fixed in the last release of Service Manager. Link to comment Share on other sites More sharing options...
AndyG Posted July 19, 2023 Share Posted July 19, 2023 Hi @Ashley, please see my answer on another thread. Hopefully it can help you too. Link to comment Share on other sites More sharing options...
Steve Giller Posted July 19, 2023 Share Posted July 19, 2023 I have merged these two threads for consistency Link to comment Share on other sites More sharing options...
Ketan.lakhani Posted July 19, 2023 Share Posted July 19, 2023 We do not have any categories under the resolution Category Level. - See Pic How do we get the categories enabled? Also, we have the "servicemanager.request.closureCategory.default.required") - Turned on. This problem has appeared today as it was there yesterday? Regards Ketan Link to comment Share on other sites More sharing options...
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