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iSupport Service Request 'Reopen' Button

734577Apr 6 2010 — edited Apr 8 2010
Hi folks,

I am having trouble in iSupport 11.5.10.2 while trying to display the SR Reopen button.

I have enabled the region, and the region has been mapped to the responsibility. The profile option has been set.

What gives?

Regards.

Comments

734577
Some additional information:

We have hidden the Close Request button, but need the Reopen Request button to be available.

Does hiding the Close Request button have any impact on the Reopen Request button's visibility?

Regards.
Anurag Malik-Oracle
What is status of SR for which you are not able to view Reopen button?
Reopen button should appear only if the SR is closed (SR in 'Close' status).
1 person found this helpful
734577
Hi Anurag,

I am using 'Closed', and that status has the following flags checked on:

Responded, Resolved, Final and Initial

Could 'Initial' flag be the reason for this issue?

In other words, is the application looking at the 'Final' flag only, or is it looking at other flags too?

Regards.
734577
Hi Anurag,

Thank you for leading me in a certain direction. I think that the 'Initial' flag that was checked on for the 'Closed' status is what was playing mischief. When I use another status, which has only the 'Final' checkbox on, I am able to see the 'Reopen Request' button.

Regards.
MAnasO
Hi,

I dont think it could be due to initial flag on the status.
Please check if you have valid status transitions defined for Closed status.

Regards,
Mohammed
1 person found this helpful
734577
Mohammed,

Actually, I did not define any transitions to begin with, and I added some, then I removed them all, and then I used another status that was created afresh with just the Final / Responded / Resolved flags. It seemed to work then.

Regards.
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Post Details

Locked on May 6 2010
Added on Apr 6 2010
#customer-experience-cx, #service, #update
6 comments
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