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Send a reply to the requester before setting ticket XXX to status Completed.

ranjeethgowdakl
Participant

Dear,

While updating the service ticket status am finding the below error & am unable to change the status from In Process to Completed.

Ranjeeth

Accepted Solutions (1)

Accepted Solutions (1)

ranjeethgowdakl
Participant

Dear All,

Issue has been solved, i'm finding the above error, the reason is i have added the response time in SLA.

Now i removed the response time in SLA now am able to update the ticket status from In Process to Completed.

Ranjeeth

0 Kudos

Thank you Ranjeeth

You just solved my problem!

Answers (1)

Answers (1)

amit_kumar159
Advisor
Advisor

You have created the Service Level with On going Response Due Date. When the "Due Date for Response" is assigned to a Service Level

and this Service Level is assigned to a ticket the Response Scenario is active in the ticket. For those tickets it is required to send a reply

to the Customer/Employee(requester) before the system status is set to "Completed".