Update Status is not working to enter a note in the Activity Log (functionality change in later releases of SDM)

Document ID : KB000004700
Last Modified Date : 14/02/2018
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Issue:

On any Incident, Request or Problem ticket if you select Activities-> Update Status

update status drop down 2.png

 

Then only fill out the Description and click Save, you should receive a message stating: 'New Status' needs to be different than 'Current Status'.

new status message.png

 

 

Environment:
Service Desk Manager 14.1.03
Cause:

In previous versions of Service Desk users were able to add a description through the Update Status function, (which would then add a note to the activity log for the ticket) without having to change the Status.

Service Desk 14.1.03 now requires the user to also change the Status of the ticket if they are using the Update Status option.

Resolution:

If a user only wants to add notes to the activity log for the ticket then they will need to use the Log Comment option.

log comment.png

 

This will allow the user to update the activity log for a ticket without having to change the status.

log comment window.png