Status stuck

[James_R]

Hi all
First time this has occurred so hopefully someone can assist!

I have a ticket that stuck on resolved status when it should have closed automatically, and I cannot close it manually due to the below error.  I have also noticed that the HUD has not updated post an activity outcome, even though the timeline shows that the correct outcome was selected?

There have been no changes to the workflow which auto sets the category, and I have just tested with a new call ticket and it closed as expected with no issues, therefore how can I change the status of the stuck ticket please?


 

[Steve Giller]

Either temporarily turn off the requirement for a closure category, or check the category filtering on the Service and ensure it is valid.

Note: You cannot filter to the final node of the category tree, there has to be at least one subcategory below the node you filter to.