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998 Views 3 Replies Latest reply: Mar 17, 2012 9:28 PM by dmshimself RSS
jazman Rookie 3 posts since
Jan 24, 2012

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Feb 27, 2012 7:37 AM

Unable to resolve incident in webdesk

Hi,

 

We have a problem resolving an incident from within web desk.

 

The resolve works ok in service portal and the console but does nothing when clicked in webdesk.

 

Please see attached Process.gif for example of our process.

 

We are at a complete stand still with this problem and would greatly appreciate your help.

 

Thanks

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  • Employee 213 posts since
    Dec 12, 2007

    Has received 6 of 9 achievements.
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    1. Mar 13, 2012 3:44 AM (in response to jazman)
    Re: Unable to resolve incident in webdesk

    Hello,

     

    I just moved your question to the appropriate forum

    Kind regards,

    StockTrader

  • Apprentice 25 posts since
    Aug 25, 2010

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    2. Mar 13, 2012 3:49 AM (in response to jazman)
    Re: Unable to resolve incident in webdesk

    Hi

     

    You probably have this resolved by now...

     

    But if not - have you published the resolve window associated to the action to Web Desk?

     

    Gillian 

  • dmshimself ITSMMVPGroup 2,248 posts since
    Dec 16, 2007

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    3. Mar 17, 2012 9:28 PM (in response to jazman)
    Re: Unable to resolve incident in webdesk

    That is a slightly bespoke resolution part of the process as it appears to be using a windowless action Resolve Incident and then an automatic Resolve.  So I'd look at the window rules for that specific action.  Not the standard action Resolve, but the customised Resolve Incident you have.  If window rule that controls popping this window isn't quite right, you might see this behaviour.  It will be popping an Incident window, not a resolution window if I'm right.

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