Unable to close tickets!

[Isobellucas]

Hi - only the last week more and more tickets are cropping up that we're unable to resolve as its not asking us to put a closure category, the only changes we've made recently is adding new closure category options which where working fine... this is not the case on all tickets but its also not cohesive.. its really like its random! 

Does anyone know how I can get the prompt back to add closure tags so we can close our tickets again! 

[SamS]

Hi @Isobellucas,

Could you please check whether the Service Manager setting servicemanager.request.closureCategory.default.required has been set? If it is ON/true, was that intended? And, if so, do you have resolution profiles configured?

[Steve Giller]

23 hours ago, Isobellucas said:

the only changes we've made recently is adding new closure category options

The most likely cause here is that you have Categories filtered in the Service Portfolio:

and that a Category/Subcategory has been deleted/renamed which has left the filter looking for a category that no longer exists.

These filters are on a per Service and per Request Type level, which would explain why it's not for all requests.

[Isobellucas]

yay! worked a treat thank you