17.1 Autoclose does not sync from SDM to ServiceCatalog

Document ID : KB000125157
Last Modified Date : 23/01/2019
Show Technical Document Details
Issue:
SDM 17.1 Autoclose does not synch from SDM to Service-Catalog(SLCM) 
Manual close of SDMincident is synced from SDM to corresponding Catalog-Request.
But SDM Autoclose does NOT sync to Catalog.
Environment:
Windows
Cause:
N/A
Resolution:
Defect DE46677 has been created for this. To be worked on by our Engineering Team.
Depending on the results of the analysis, the solution for this is possibly to be expected as a patch or fix or a future release.
In other words, there is no permanent solution at this time.
The issue is currently being researched.
Additional information will be provided as it becomes available. 
Additional Information:
To reproduce this, check the below scenario:
- Configure SDM Autoclose to 1h
- Create an incident from Catalog and Solve it in SDM.
- Wait the 1h till  SDM-Ticket is automatically closed.
- According Service-Request is NOT closed(status is Completed)
In the other case:
- Create an incident from Catalog and Solve it in SDM.
- Close the SDM-Ticket manually
- According Service-Request IS CLOSED(status is Completed)
 
Note upfront:
OOTB, the status sync between SCrequest and SDMincident is based on SDM-status 'CL'(Closed) only.
The sync will not happen when the SDMincident status is set to 'RE'(Resolved).

AA: Get autoclose for the SDM incident running:
1. Start the chrome browser
2. Open the Catalog tab(auto login as 'Administrator'
3. Home/Requests/More...
4. IT Support Services/Service Management>'Report an Issue'>Submit
>> Request gets created and an SDM incident
5. From the request list that you got returned to, open the newly created request
6. It will show the 'Related Ticket' with the created SDM incident
7. Click on this incident number and the incident will open in SDM-UI
8. Click the 'Edit' button
9. Change the status into 'Resolved' and hit 'Save'
>>> Wait 1 hour to get the autoclose cicked off.
>>> The SDM incident will then get status is 'Closed'
>>> THE ISSUE: The SC request does NOT get status 'Completed'

BB: Manually close the SDM incident:
1. Start the chrome browser
2. Open the Catalog tab(auto login as 'Administrator'
3. Home/Requests/More...
4. IT Support Services/Service Management>'Report an Issue'>Submit
>> Request gets created and an SDM incident
5. From the request list that you got returned to, open the newly created request
6. It will show the 'Related Ticket' with the created SDM incident
7. Click on this incident number and the incident will open in SDM-UI
8. Click the 'Edit' button
9. Change the status into 'Closed' and hit 'Save'
>>> The SC request does get status 'Completed' shortly there after

CC: Manually close the SDM incident:
1. Start the chrome browser
2. Open the Catalog tab(auto login as 'Administrator'
3. Home/Requests/More...
4. IT Support Services/Service Management>'Report an Issue'>Submit
>> Request gets created and an SDM incident
5. From the request list that you got returned to, open the newly created request
6. It will show the 'Related Ticket' with the created SDM incident
7. Click on this incident number and the incident will open in SDM-UI
8a. Click the 'Edit' button
9a. Change the status into 'Resolved' and hit 'Save'
>>> The SC request does NOT get status 'Completed', as to be expected
8b. Click the 'Edit' button
9b. Change the status into 'Closed' and hit 'Save'
>>> The SC request does get status 'Completed' shortly there after