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Former Member

AI_SDK_SP_AUTO_CLOSE issue

Hello guys,

We are trying to close an incident using report AI_SDK_SP_AUTO_CLOSE since via ITSM we are unable to change the status.

The error shown is "Status change error for transaction 27198"

If we execute in test mode, it gives us green light to proceed if the closure.

The problem is happening only with one incident; please notice that this case uses the external integration with another solution manager.

The incident is closed in the external solman, so in our system we see the message "Message is blocked at external service desk"

Regards,

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1 Answer

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    Former Member
    Dec 19, 2016 at 03:38 PM

    Hey,

    we have the same problem with the external service desk but the ticket/document is deleted at the external service desk(HP QC).

    So when I use the report I get a message "The document is being processed in the external

    Service Desk. Would you like to take it over?" then I press "yes" and I get an error "AISDK_SP_MESSAGES006"

    I hope somebody can help us :-)

    Kind regards,

    Dennis Borger

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